Member Service Representative II - Costa Mesa Branch; Costa Mesa, CA

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Salary Grade: 153N

Salary Pay Range for This Position: $25.31 - $35.41

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.

• Consistently provides a high level of service and is committed to increasing member satisfaction by taking a consultative approach during all member interactions.
• Demonstrates adherence to the Branch Service Standards, Wescom’s Mission Statement, Vision, Core Values and Team Attributes.
• Advocates 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.
• Provides support to both the Platform and Operations as determined by business needs, and may assist in both areas daily as assigned by Branch Management.
• Stays proficient and knowledgeable in all changing technologies available to members to create an omni‑channel experience, including mobile, contact and online banking services.
• Conducts wellness calls from lists, including pre‑approvals, new member engagement and other assigned lists.
• Responds promptly to inquiries from members, departments and Branch Management.
• Identifies Wescom product and service referral opportunities and works closely with branch business partners and specialists.
• Identifies, refers and assists members with auto/personal loan and credit card pre‑approvals offers.
• Identifies, mitigates and reports potential fraudulent activity.
• Produces high‑quality, accurate work with minimal errors, oversights and outages.
• Utilizes the CON2
  
  ECT model to build relationships and identify member needs; collaborates with business partners to actively refer members, leveraging the appointment system and department liaisons (Financial Services, Insurance Services, Real Estate and Autoland).
• Maintains knowledge of products and services; performs day‑to‑day transactions for members including deposits, withdrawals and transfers; answers member inquiries and provides information in accordance with Credit Union policies and procedures.
• Processes applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and may assist with 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 declined loans.
• Assists members with savings and deposit products (checking, certificate, money market, IRA) and remains proficient with fiduciary processes (trusts, fiduciary accounts, Power of Attorneys, Notary Public services).
• Contributes to Wescom growth objectives through needs‑based member conversations; targets, supports and achieves assigned organizational initiatives and production goals.
• Consults with members for Insurance Services and Financial Services and refers to in‑branch specialists and business partners.
• Processes home equity product applications and refers first mortgage applicants to Mortgage Loan Originators.
• Potential career path opportunity to Member Service Representative III upon approval and licensing.

High School graduate.

Previous financial industry and customer service experience preferred.

Must…