Member Service Representative II - Riverside Branch (Riverside, CA)

About the role

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.
• Remains 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.
• 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.
• Actively and consistently identifies Wescom product and service referral opportunities and works closely with all branch business partners and specialists.
• Actively identifies, refers and assists 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.
• Utilizes 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.
• Maintains knowledge of products and services.
• Serves as a member advocate throughout the loan process.
• Funds loans and provides basic credit review counseling for members with declined loans.
• Serves as a member advocate throughout the loan process.
• Assists members with savings and deposit products, including checking and certificate accounts, money market accounts and Individual Retirement Accounts.
• Maintains proficiency 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.
• Takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators in Real Estate.

Skills and Abilities

• High School graduate.
• Previous Financial Industry and Customer Service Experience preferred.
• 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.
• 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

• Stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl.
• Close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl.

Work Environment

• Moderately quiet.
• No smoking environment.