Member Services Representative II; Redlands, 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.

• Consistently provide a high level of service and demonstrate a consultative approach during all member interactions.
• Adhere to Branch Service Standards and model Wescom’s Mission Statement, Vision, Core Values and Team Attributes.
• Advocate for members and resolve issues at the first point of contact.
• Deliver the Member Experience and achieve positive results in Member Experience Surveys.
• Support Platform and Teller activities, including deposit, withdrawal, transfer and other daily transactions.
• Maintain proficiency with Omni‑channel technology, including mobile, contact and online banking services.
• Conduct wellness calls from pre‑approved and new member engagement lists.
• Respond to member, department and Branch Management inquiries promptly.
• Identify and refer members for Wescom products and services, including auto/personal loan and credit card pre‑approvals.
• Identify, mitigate and report potential fraudulent activity.
• Produce high‑quality, accurate work with minimal errors.
• Collaborate with business partners to initiate member referrals and support the CON2
  
  ECT model.
• Assist with the servicing of coin and cash machines when required.
• Process applications for consumer loan products (auto, credit card, unsecured lines of credit) and, if authorized, home equity loans and lines of credit.
• Serve as a member advocate throughout the loan process and provide basic credit review counseling for declined loans.
• Assist members with savings and deposit products (checking, certificates, money market, IRA).
• Maintain knowledge of fiduciary processes, including trusts, fiduciary accounts, Power of Attorney and Notary Public services.
• Contribute to Wescom’s growth objectives through needs‑based member conversations and build relationships to address immediate and future needs.
• Target, support and achieve assigned organizational initiatives and branch production goals.
• Promote technology adoption and contribute to process improvement opportunities.
• Ensure branch compliance with audit, security, policies and loss prevention measures.
• Maintain confidentiality of member records and protect the Credit Union’s financial interest.
• Communicate effectively and demonstrate strong interpersonal and listening skills.
• Maintain professionalism, attendance and punctuality in accordance with Wescom policy.
• Participate in meetings, training sessions and outside seminars as required.

• Nationwide Mortgage Licensing System (NMLS) registration, maintained continuously.
• Notary Public license.
• Potential for career advancement to Member Service Representative III with appropriate licensing in either Life Insurance & Fixed Annuities or Property and Casualty Insurance.

• High School graduate.
• Previous financial industry and customer service experience preferred.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Proficiency in Credit Union operating system and specialized software.
• Mathematical skills:
  Add, subtract, multiply and divide including rates, ratios and percentages.
• Strong interpersonal, verbal and written communication skills.
• Ability to handle physical demands such as standing, walking, lifting up to 10 lbs and meeting vision and hearing requirements.
• Ability to work independently and as part of a team.

• Frequent standing, walking, sitting, use of hands, reaching, stooping, kneeling, crouching, crawling.
• Occasional lifting of up to 10…