Member Services Representative II (Anaheim, CA)

Please apply directly at Wescom Careers

Overview

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

• Provide a high level of service with a consultative approach during all member interactions and work to increase member satisfaction.
• Adhere to Branch Service Standards and Wescom's Mission, Vision, Core Values and Team Attributes.
• Promote advocacy and ensure member issues are handled properly and resolved at the first point of contact.
• Focus on delivering the Member Experience and achieve favorable results in Member Experience Surveys.
• Assist members with Platform and Teller activities and support Branch Management as needed.
• Maintain proficiency in changing technologies to create an Omni-channel experience (mobile, contact and online banking).
• Conduct wellness calls from lists (pre-approvals, new member engagement, etc.).
• Respond to inquiries from members, departments and Branch Management in a timely manner.
• Identify Wescom product and service referral opportunities and collaborate with branch partners and specialists.
• Identify, refer and assist members with auto / personal loan and credit card pre-approvals.
• Identify, mitigate and report potential fraudulent activity.
• Produce high quality, accurate work with minimal errors.
• Utilize the CON2ECT model to build relationships and identify member needs; collaborate with business partners (Financial Services, Insurance Services, Real Estate, Autoland) to actively refer members.
• Maintain knowledge of products and services; perform day-to-day transactions (deposits, withdrawals, transfers) and assist with related inquiries; may participate in coin / cash servicing as required.
• Process applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and home equity loans / lines of credit; act as member advocate through the loan process; provide basic credit review counseling for declined loans.
• Assist members with savings and deposit products (checking, certificates, money market, IRAs); handle fiduciary processes including trusts and notary services.
• Contribute to growth objectives through needs-based conversations and referrals to in-branch specialists; pursue home equity applications and referrals for first mortgages to Mortgage Loan Originators as appropriate.

Career Path and Licensing

Potential career path to Member Service Representative III if approved by Branch Management and relevant leadership; requires licensing as listed below.

Education, Experience, Skills and Abilities

Physical Demands and Work Environment

General Notes

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description does not imply these are the only duties to be performed; employees may be required to follow additional job-related instructions as requested by management.

If you are applying for a Hybrid / Remote position, applicants must reside within Wescom service areas including the counties listed in the description.

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