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

A prominent credit union in California is seeking a Member Service Representative to provide consultative services and process transactions for members. The role requires strong customer service skills, proficiency in Microsoft applications, and the ability to identify member needs. Candidates must have a high school diploma and preferably experience in the financial industry. The position offers a salary range of $26.63 to $37.27 per hour.

Qualifications

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

Responsibilities

• Provides consultative services to members regarding credit union products.
• Processes transactions for members and promotes member engagement.
• Identifies member needs and opportunities for referrals.

Skills

Customer service

Proficiency in Microsoft applications

Ability to compute rates and ratios

Education

High School diploma

Job description

Overview

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

Salary Grade: 154N

Salary Pay Range for This Position: $26.63 - $37.27

Essential Position Functions

• Consistently provides a high level of service and is committed to increasing member satisfaction by taking a consultative approach during all member interactions.
• Demonstrates adherence to the Branch Service Standards and programs related to Wescom's Mission Statement, Vision, Core Values and Team Attributes.
• Promotes advocacy and takes personal responsibility to ensure member issues are handled properly and resolved at the first point of contact.
• Focuses on delivering the Member Experience and achieving successful results in the Member Experience Surveys.
• Regularly serves members with Platform and Teller activities, including providing consistent support to both Platform and Operations as determined by business needs (may be required to assist in both areas daily as assigned by Branch Management).
• Remains proficient in changing technologies to create an Omni-channel experience, including mobile, contact and online banking services.
• Conducts wellness calls from lists including pre-approvals, new member engagement and other assigned lists.
• Actively responds to inquiries from members, departments and Branch Management in a timely manner.
• Identifies Wescom product and service referral opportunities and works closely with branch business partners and specialists.
• Identifies, refers and assists members with auto/personal loan and credit card pre-approvals offers.
• Identifies, mitigates and reports potential fraudulent activity.
• Produces high quality, accurate work with minimal errors, oversights and outages.
• Uses CON2ECT model to build relationships and identify member needs; collaborates with business partners to actively refer members, including leveraging appointment systems and department liaisons (partners include Financial Services, Insurance Services, Real Estate and Autoland).
• Maintains knowledge of products and services; performs day-to-day transactions (deposits, withdrawals, transfers); answers inquiries in accordance with policies and procedures; may participate in servicing coin and cash machines when required.
• Processes applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and may process home equity loans/lines of credit; serves as member advocate through loan process; funds loans and provides basic credit review counseling for members with declined loans.
• Assists members with savings and deposit products (checking, certificates, money market accounts, IRAs) and remains proficient with fiduciary processes (trusts, fiduciary accounts, Power of Attorney, Notary Public).
• Contributes to Wescom growth objectives through needs-based member conversations and builds relationships to address immediate and future needs; supports and achieves assigned initiatives; ensures migration to appropriate delivery channels; consults with members for Insurance and Financial Services and refers to in-branch specialists; takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators.
• Potential career path to Member Service Representative III if approved by Branch Management and relevant leadership; licensing requirements include options to assist with life insurance/fixed annuities or property and casualty insurance products with Wescom Financial Services or Wescom Insurance Services.
• Meets personal development and training objectives and completes Wescom University core curriculum and regulatory training; mentors other team members.
• Maintains proficiency in technology applications across channels and promotes technology to members; contributes to process improvement efforts.
• Ensures branch compliance with audit and security standards, policies and procedures, and loss prevention measures; maintains confidentiality of all records/data.
• Protects the Credit Union's financial interest by balancing the cash drawer, negotiable items, verifying signatures and endorsements, and maintaining Teller Balancing Standards.
• Communicates well verbally and in writing; demonstrates good listening and interpersonal skills; maintains positive working relationships; attends meetings and may participate in training sessions and seminars.
• Ensures professional appearance and maintains the branch environment to Wescom standards; maintains good attendance and punctuality per policy.

Education, Experience, Skills and Abilities

• High School graduate.
• Previous financial industry and customer service experience preferred.
• This job description does not imply these are the only duties to be performed; it represents the minimum levels of knowledge, skills and abilities. Marginal functions are not included. Employee may be required to perform other duties as requested by branch management.

Registration

• Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained. Maintain licensing as Notary Public.

Computer Skills

Proficient in Microsoft applications (Word, Excel, Outlook). Proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job. The noise level is moderately quiet. It is a non-smoking environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.

If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial, Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.