Member Services Representative II - Riverside Branch; Riverside, CA

Salary

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, share accounts, 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 and 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.
• Provides 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.
• 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.
• Actively responds to inquiries from members, departments and Branch Management in a timely manner.
• Identifies Wescom product and service referral opportunities and works closely with all branch business partners and specialists.
• 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 skills developed from the CON2
  
  ECT model focusing on building relationships and identifying member needs.
• Collaborates with business partners to actively refer members, leveraging the appointment system, department liaisons, etc. Partners include but are not limited to Financial Services, Insurance Services, Real Estate and Auto Land.
• Maintains knowledge of products and services and 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 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 auto loans, credit cards and unsecured lines of credit; and may also provide member assistance and process applications for home equity loans and lines of credit.
• Provides basic credit review counseling for members with declined loans.
• Assists members with savings and deposit products, including checking, certificate accounts, money market accounts and Individual Retirement Accounts.
• Remains proficient with fiduciary processes including 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 and 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…