Member Services Representative Ii
3 weeks ago
We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.
Salary Grade:
152N
Salary Pay Range for This Position:
$22.60 - $31.68
:
ESSENTIAL POSITION FUNCTIONS:
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. 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 mínimal errors, oversights and outages
Utilize skills developed from the CON2ECT 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.
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 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.
Ensures branch compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union, Financial Services, Insurance Services and member records/data.
Protects the Credit Union’s financial interest by controlling and balancing their assigned cash drawer, negotiable items received and disbursed during daily transactions, identifying payees, verifying signatures and endorsements, and maintaining acceptable Teller Balancing Standards.
Communicates well both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills.
Must have effective interpersonal skills in order to maintain positive and productive working relationships with others. Attends meetings with assigned groups as well as branch staff meetings. May participate with in-house training sessions, self-studies as well as outside seminars and classes.
Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the branch according to Wescom standards.
Maintains good attendance and punctuality in adherence with Wescom policy.
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
High School graduate.
Previous financial industry and customer service experience preferred.
This job description in no way implies these are the only duties to be performed. The above job r
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