Member Service Representative II (Anaheim, CA)

About the role

Delivers Signature Experience by consistently providing high-level service and taking a consultative approach during all member interactions. Adheres to Branch Service Standards and models Wescom's Mission Statement, Vision, Core Values, and Team Attributes.

Responsibilities

• Ensures member satisfaction through proactive member engagement and resolving issues promptly.
• Supports member interactions via Platform and Teller activities, ensuring proficiency in all banking services.
• Conducts wellness calls and responds to inquiries from members, departments, and Branch Management.
• Identifies and refers Wescom product and service opportunities, collaborating with various business partners.
• Identifies and mitigates potential fraudulent activity, reporting any concerns.
• Produces high-quality, error-free work, adhering to Fiduciary processes.
• Utilizes the CON2ECT model to build relationships and identify member needs.
• Collaborates with business partners to refer members and leverage appointment systems, liaisons, and specialists.
• Serves as a member advocate throughout the loan process, processing applications for various products and providing basic counseling.
• Maintains knowledge of products and services, performing day-to-day transactions, and answering member inquiries.
• Maintains confidentiality of Credit Union, Financial Services, Insurance Services, and member records.
• Controls and balances assigned cash drawer, negotiable items, and adheres to Teller Balancing Standards.
• Communicates effectively with members and colleagues, promoting technology and contributing to process improvements.
• Maintains branch compliance with audit and security standards, loss prevention measures, and confidentiality of records.
• Maintains professional appearance and ensures the physical environment meets Wescom standards.
• Maintains good attendance and punctuality.

Qualifications

• High school graduate preferred with previous Financial Industry and Customer Service experience.
• NMLS registration and Notary Public license required.
• Proficient in Microsoft applications and technology applications across all channels.
• Ability to perform mathematical calculations and maintain attention to detail.

Skills

• Consultative approach to member interactions.
• Proactive problem-solving and issue resolution.
• Effective communication and interpersonal skills.
• Technology proficiency, including operating system and specialized software.
• Knowledge of banking products and services.
• Confidentiality and compliance with regulatory standards.

Benefits

Comprehensive benefits package including health, dental, vision, retirement plans, and paid time off.

Pay

$25.31 - $35.41 per hour based on experience and qualifications.

Schedule

Hybrid/Remote work schedule with flexible hours to accommodate member needs and personal commitments.