Member Services Representative II - Ontario Branch (Ontario, CA)

Wescom Central Credit Union; Ontario (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated member service representative to enhance member engagement and deliver a Signature Experience. In this role, you will be the first point of contact for members, assisting with account setups, loan applications, and providing timely information about various products. Your consultative approach will help deepen relationships with existing members while attracting new ones. Join a dynamic team committed to excellence in service and enjoy a supportive work environment that values your contributions and growth.

Qualifications

• High School graduate with customer service experience preferred.
• Proficient in Microsoft Office and NMLS registration required.

Responsibilities

• Provides consultative services to members regarding credit union products.
• Maintains knowledge of products and services, ensuring member satisfaction.

Skills

Customer Service

Consultative Approach

Mathematical Skills

Proficiency in Microsoft Office

Fiduciary Processes

Education

High School Diploma

Tools

Credit Union-specific Technology Applications

Job description

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Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.

We value and rely on the unique talents and contributions of our employees to excel in member engagement by delivering a Signature Experience.

Salary Grade:

153N

Salary Pay Range for This Position:

$24.81 - $34.72

Position Summary:

Provides consultative services to members regarding credit union products and services by assessing member needs. Assists members in establishing memberships, loan accounts, share accounts, and savings services, completing necessary documents, and performing data entry in compliance with audit requirements. Processes transactions and serves as the initial point of contact between the Credit Union and members. Promotes member engagement by providing accurate and timely information about products and services, actively referring members to all Wescom offerings when appropriate. Responsible for engaging new and existing members to deepen their relationship, including applications for home equity products and referrals for first mortgage real estate services.

Essential Position Functions:

• Consistently provides high-quality service, increasing member satisfaction through a consultative approach.
• Adheres to Branch Service Standards and models Wescom's Mission, Vision, Core Values, and Team Attributes.
• Ensures member issues are handled properly and resolved at the first point of contact.
• Focuses on delivering the Member Experience and achieving positive survey results.
• Supports Platform and Teller activities, including assisting in both areas as needed.
• Remains proficient in all technologies available to create an Omni-channel experience, including mobile, contact, and online banking.
• Conducts wellness calls, responds to inquiries promptly, and identifies referral opportunities.
• Assists members with loan applications, savings, and deposit products, and remains proficient with Fiduciary processes.
• Builds relationships through needs-based conversations, targeting organizational initiatives, and referring members to specialists and business partners.
• Maintains knowledge of products and services, processes transactions, and participates in servicing coin and cash machines if required.
• Contributes to growth objectives and ensures compliance with audit and security standards.
• Maintains confidentiality and demonstrates professionalism in appearance and conduct.

Qualifications:

• High School graduate.
• Previous financial industry and customer service experience preferred.

Licensing and Skills:

• Nationwide Mortgage Licensing System (NMLS) registration required and maintained.
• Proficient in Microsoft Office and Credit Union-specific technology applications.
• Mathematical skills including basic operations and percentage calculations.

Physical and Work Environment:

• Frequent standing, walking, sitting, and use of hands and arms.
• Occasional lifting up to 10 pounds.
• Moderately quiet, non-smoking environment.

Additional notes on licensing, training, and other requirements are included. Reasonable accommodations can be made for individuals with disabilities.