Member Services Representative II - Irvine Branch; Irvine, 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 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 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.
• Remaining proficient and knowledgeable in all changing technologies available to members to create an Omni-channel experience.
• 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.
• Actively and consistently identifying Wescom product and service referral opportunities and working closely with all branch business partners and specialists.
• Actively identifying, referring and assisting 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.
• Utilize skills developed from the CON2
  
  ECT 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. The business partners would include but are not limited to Financial Services, Insurance Services, Real Estate and Autoland.
• Maintains knowledge of products and services. Regularly performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers. Answers member inquiries and provides information in accordance with Credit Union policies and procedures for all account-related needs. May participate in the servicing of the coin and cash machines when required.
• Processes applications for consumer loan products, including but not limited to auto loans, credit cards and unsecured lines of credit. May also provide member assistance and process applications for 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 members with declined loans. Assists members with savings and deposit products, including checking and certificate accounts, money market accounts and Individual Retirement Accounts.
  
  Remains proficient 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. Targets, supports and achieves assigned organizational initiatives. Utilize skills developed from active participation in training, meetings and the CON2
  
  ECT Model to achieve assigned individual and/or branch production goals. Ensures optimal member engagement and a migration to appropriate delivery channels. Consults with members for Insurance Services and Financial Services and refers to in branch specialists and business partners. Takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators in Real Estate.

Could potentially pursue a career path opportunity to Member Service Representative III if approved by Branch Management, Insurance/Financial Services management and the respective Branch Operations VP if desired and requires the following licensing:

• Member…