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

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 and actively referring members to all Wescom products when appropriate. Engages 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, taking a consultative approach during all member interactions. Demonstrates adherence to Branch Service Standards and models Wescom’s Mission Statement, Vision, Core Values and Team Attributes.

Regularly serves members with Platform and Teller activities including but not limited to:

• Providing consistent support to both Platform and Operations as determined by business needs, may be required to assist in both areas daily as assigned by Branch Management.
• Remaining proficient in all changing technologies available to members to create an omni‑channel experience, including mobile, contact and online banking services.
• Conducting wellness calls from lists including pre‑approvals, new member engagement and other assigned lists.
• Actively responding to inquiries from members, departments and Branch Management in a timely manner.
• Identifying Wescom product and service referral opportunities and working closely with all branch business partners and specialists.
• Identifying, referring and assisting members with auto/personal loan and credit card pre‑approvals offers.
• Consistently identifying, mitigating and reporting potential fraudulent activity.
• Producing high quality, accurate work with minimal errors, oversights and outages.
• Using skills from the CON2
  
  ECT model to build relationships and identify member needs, collaborating with business partners to refer members and leveraging the appointment system, department liaisons, etc.
• Maintaining knowledge of products and services, performing day‑to‑day transactions including deposits, withdrawals and transfers, and answering member inquiries per Credit Union policies.
• Processing applications for consumer loan products (auto, credit cards, unsecured lines) and, if required, for home equity loans and lines of credit, serving as a member advocate throughout the loan process.
• Providing basic credit review counseling for declined loans, assisting with savings and deposit products (checking, certificates, money market, IRA), and remaining proficient in fiduciary processes (trusts, fiduciary accounts, Power of Attorneys, Notary Public services).
• Contributing to Wescom growth objectives through needs‑based conversations, supporting assigned initiatives, and achieving production goals through training and the CON2
  
  ECT Model.
• Taking applications for home equity products and making referrals for first mortgages to Mortgage Loan Originators in Real Estate.

Potential for career advancement to Member Service Representative III if approved by Branch Management and licensed in life insurance, fixed annuities, property and casualty insurance, and/or technical and compliance responsibilities.

Meets personal development and training objectives, completes Wescom University core curriculum, and mentors other team members in skill development.

Maintains proficiency in technology applications across all channels, actively promotes technology to members and contributes to process improvements.

Ensures branch compliance with audit and security standards, policies and procedures, and loss prevention measures while maintaining confidentiality of member data.

Controls and balances assigned cash drawer, negotiable items, signatures and envelopes to protect financial interest…