Member Service Representative II - Riverside Branch; Riverside, CA

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 consistently taking a consultative approach during all member interactions. Demonstrates adherence to the Branch Service Standards and the Wescom 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 required by business needs.
• Remaining proficient and knowledgeable in all changing technologies to create an Omni‑channel experience, covering mobile, contact and online banking services.
• Conducting wellness calls from pre‑approval and new member engagement 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 branch 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.

Utilizes skills developed from the CON2

ECT model to build relationships and identify member needs. Collaborates with business partners to actively refer members, including leveraging the appointment system, department liaisons, etc. May assist with coin and cash machine servicing when required.

Processes applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and may also process home equity loans and lines of credit. Acts as a member advocate throughout the loan process, funds loans, and provides basic credit review counseling for declined loans. Assists with savings and deposit products, including checking, certificate, money market, and IRA accounts. Remains proficient with fiduciary processes (trusts, fiduciary accounts, powers of attorney, notarization).

Contributes to Wescom growth objectives through needs‑based member conversations, building relationships for immediate and future needs, and supporting organizational initiatives. Meets training, curriculum, and proficiency requirements; mentors team members; promotes technology; and supports process improvement.

Ensures branch compliance with audit, security, and loss prevention standards; maintains confidentiality of all records and data.

Protects financial interest by balancing cash drawer, handling negotiable items, verifying signatures, and maintaining teller standards.

Communicates well verbally and in writing, shares information and ideas with others, and demonstrates good listening skills.

Maintains professionalism through appearance, physical environment upkeep, and punctuality in adherence to Wescom policy.