Member Service Representative II; Anaheim, CA

Salary Grade

153N

$25.31 - $35.41

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.

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. This includes but is not limited to all 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

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.

Member Service Representative III (MSR II)‑

Option I:
Licensed to assist members with life insurance and fixed annuities in conjunction with Wescom Financial Services (WFS).

Option II:
Licensed to assist members with property and casualty insurance products in conjunction with Wescom Insurance Services (WIS).

Meets personal development and training objectives and achieves core curriculum and required training within established timelines. Completes Wescom University core curriculum, including required regulatory training. Mentors other team members in skill development.

Maintains proficiency in technology applications across all channels including the operating system and ancillary systems. Actively promotes and demonstrates technology to members and contributes to organizational efforts with process improvement…