Member Services Representative II (Tustin, CA)

Wescom Financial; Tustin (CA); Hybrid; USD 34,440 - 48,216; Full time

Job summary

Wescom Financial in California is seeking a Member Services Representative to provide consultative services to members, open accounts, and process loan applications. You will be the first point of contact and help deepen member relationships.

The role covers completing documents, performing data entry, supporting platform and teller functions, and referring members to Wescom products and services. A high school diploma and prior financial or customer-service experience are preferred.

Qualifications

• High school diploma required.
• Previous financial industry and customer service experience preferred.

Responsibilities

• Provide consultative member services regarding credit union products and services.
• Assist members with memberships, loans, accounts and required documentation.
• Promote Wescom products and services and refer members to branch specialists.
• Handle day-to-day member transactions including deposits, withdrawals and transfers.
• Maintain knowledge of products and services and support referrals to real estate and insurance services.

Skills

Customer service

Communication

Sales

Education

High School Diploma

Tools

Microsoft Office Suite

Job description

Salary Grade

153N

Salary Pay Range For This Position

$25.31 - $35.41

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.

Essential Position Functions

Consistently provides a high level of service and is committed to increasing member satisfaction by consistently taking a consultative approach during all member interactions. Demonstrates adherence to the Branch Service Standards in addition to the enforcement and modeling of 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 but not limited to:

• Providing consistent support to both the Platform and Operations as determined by business needs, may be required to assist in both areas daily as assigned by Branch Management
• Remaining proficient and knowledgeable in all changing technologies available to members to create an Omni-channel experience. This includes but is not limited to all mobile, contact and online banking services.
• Conducting wellness calls from lists including pre-approvals, new member engagement and other assigned lists
• Actively responding to inquiries from members, departments and Branch Management in a timely manner
• Actively and consistently identifying Wescom product and service referral opportunities and working closely with all branch business partners and specialists
• Actively identifying, referring and assisting members with auto/personal loan and credit card pre-approvals offers
• Consistently identifies, mitigates and reports potential fraudulent activity
• Produces high quality, accurate work with minimal errors, oversights and outages
• Utilize skills developed from the CON2ECT model focusing on building relationships and identifying member needs. Collaborates with business partners to actively refer members, including leveraging the appointment system, department liaisons, etc. The business partners would include but are not limited to Financial Services, Insurance Services, Real Estate and Autoland
• Maintains knowledge of products and services. Regularly performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers. Answers member inquiries and provides information in accordance with Credit Union policies and procedures for all account-related needs. May participate in the servicing of the coin and cash machines when required.
• Processes applications for consumer loan products, including but not limited to auto loans, credit cards and unsecured lines of credit. May also provide member assistance and process applications for home equity loans and lines of credit. Serves as a member advocate throughout the loan process. Funds loans and provides basic credit review counseling for members with declined loans. Assists members with savings and deposit products, including checking and certificate accounts, money market accounts and Individual Retirement Accounts. Remains proficient with Fiduciary processes including but not limited to trusts, fiduciary accounts, Power of Attorneys and Notary Public services.
• Contributes to Wescom growth objectives through needs-based member conversations and builds relationships to address immediate and future needs. Targets, supports and achieves assigned organizational initiatives. Utilize skills developed from active participation in training, meetings and the CON2ECT Model to achieve assigned individual and/or branch production goals. Ensures optimal member engagement and a migration to appropriate delivery channels. Consults with members for Insurance Services and Financial Services and refers to in branch specialists and business partners. Takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators in Real Estate.

Potential Career Path Opportunity To Member Service Representative III If Approved By Branch Management, Insurance/Financial Services Management And The Respective Branch Operations VP If Desired And Requires The Following Licensing

Member Service Representative III (MSR II) – Option I: Licensed to assist members with life insurance and fixed annuities in conjunction with Wescom Financial Services (WFS). Option II: Licensed to assist members with property and casualty insurance products in conjunction with Wescom Insurance Services (WIS).

Education, Experience, Skills And Abilities

High School graduate.

Previous Financial Industry And Customer Service Experience Preferred.

This job description in no way implies these are the only duties to be performed. The above job requirements represent the minimum levels of knowledge, skills and abilities. The marginal functions have not been included. An employee will be required to follow any other job-related instructions and 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). Must be 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 by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Other Information

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.