Member Services Representative II (Tustin, 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.

Responsibilities

• 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.
• Conducting 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.
• Takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators in Real Estate

Requirements

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

Skills

• Adherence to Branch Service Standards
• Adherence to Wescom’s Mission Statement, Vision, Core Values and Team Attributes
• Ability to take a consultative approach during all member interactions
• Ability to promote advocacy and take personal responsibility to ensure member issues are handled properly and resolved at the first point of contact
• Ability to focus on delivering the Member Experience and achieving successful results in the Member Experience Surveys
• Ability to remain proficient and knowledgeable in all changing technologies available to members to create an Omni-channel experience
• Ability to conduct wellness calls from lists including pre-approvals, new member engagement and other assigned lists
• Ability to actively respond to inquiries from members, departments and Branch Management in a timely manner
• Ability to actively and consistently identify Wescom product and service referral opportunities and work closely with all branch business partners and specialists
• Ability to actively identify, refer and assist members with auto/personal loan and credit card pre-approvals offers
• Ability to consistently identify, mitigate and report potential fraudulent activity
• Ability to produce high quality, accurate work with minimal errors, oversights and outages
• Ability to utilize skills developed from the CON2ECT model focusing on building relationships and identifying member needs
• Ability to collaborate with business partners to actively refer members, including leveraging the appointment system, department liaisons, etc.
• Ability to take applications for home equity products and make referrals for first mortgages to Mortgage Loan Originators in Real Estate

Benefits

Not specified

Pay

$25.31 - $35.41

Schedule

Not specified