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Sr Member Services Representative
1 month ago
Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.
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:
155N
Salary Pay Range for This Position:
$28.13 - $40.82
POSITION SUMMARY:
The Sr. Member Services Representative (MSR) will serve as a team member lead for the Member Services Representatives and will assist Branch Management in the functioning of the branch. The Sr. MSR will assist the branch with onboarding and training new team members and cross training of existing members. Will serve as a champion for integral implementations of new technology, such as the Member Relationship Management tool, and act as a branch resource for policies and procedures and more complex transactions and issues such IRA's, Trusts and member disputes.
The Sr. MSR will assist the branch in assessing processes and provide suggestions to remove, enhance or streamline daily operations in support of our core value of continuous improvement. Will complete assigned projects and daily reports related to the branch and perform other related duties as assigned or requested by Branch Management.
Assists Branch Management in fostering a culture within the branch that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Leads and trains staff to perform transactions, establish memberships, share and loan accounts and related products and services by conducting interviews, completing necessary documents and performing data entry of records in compliance with audit requirements.
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. Responsible for engaging new and existing members to deepen their relationships with the Credit Union. Completes applications for home equity products and makes referrals for first mortgage real estate services.
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 Purpose, Mission and Vision Statements, Core Values and Team Attributes. Promotes advocacy and takes personal responsibility to ensure member issues are handled properly at the first point of contact. Focuses on delivering the Member Experience and achieving successful results in member surveys.
Utilize skills developed from the member engagement model focusing on building relationships, asking open ended questions, providing consultative recommendations, identifying member needs and exceeding member expectations. 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.
Will occasionally serve members with Platform activities; however, primary focus will be to support Branch Operations with high value transaction activities as determined by business needs and directed by Branch Management. This includes but is not limited to:
Serves as a mentor and coach to newer team members in the Branch
Regularly assists Branch Management with the scheduling, leading and facilitation of department meetings and daily huddles.
Assists the branch with the training of new team members and cross training of existing team members in area of specialty; maintains proficiency and awareness of existing/updated policies and procedures.
Serves as first point of contact and acts as department lead for more complex issues including member escalations and follow up requests.
Maintains thorough knowledge and provides team members with assistance, guidance and support regarding trusts, IRAs, deceased accounts, legal inquiries and more complex account issues.
Assists team and members with complex maintenance, loan and account transactions.
Has thorough knowledge of consumer loan process including analyzing consumer loan application decisions, auditing funded loans and managing branch loan queue when directed by management.
Contributes to department goals by managing high volumes through planning and the successful execution of strategies created by Branch Management. Identifies initiatives, efficiencies and opportunities for enhancements regarding department productivity and processes.
Maintains increased transaction limit and check approval authority and occasionally provide team members with approvals within assigned limits when directed by Branch Management.
Assists Branch Management in completing projects and reports related to the Branch Responsibility Guidelines within established deadlines.
Supports branch, department and organizational initiatives by actively participating in taskforce and group meetings,
Occasionally assist branch management in identifying team member did well and next time opportunities and providing feedback when requested.
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 account-related needs. May participate in the servicing of coin and cash machines when required
Process applications for all 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 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 branch goals and organizational initiatives. Ensures optimal member engagement and a migration to appropriate delivery channels. Consults with members in referring Insurance and Financial Services. Takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators in Real Estate.
Meets personal development and training objectives and achieves core curriculum and required training within establish 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 opportunities.
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 other licensed team members 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 performance in adherence with Wescom policy.
For on-campus branches the Sr. Member Service Representative will also be responsible for:
- Being a point of contact and building a relationship with campus employees.
- The implementation of all products and services, including affinity cards, necessary to support the strategic partnership (e.g. UCLA and Knott's Berry Farm) and all on-site events and programs associated with the partnership.
- Driving traffic to the on-campus branch by participating in on-campus activations and events, including financial literacy.
- Acting as a point of contact for Strategic Partner, Partner Development and branch for business relationship matters.
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
High School graduate or GED equivalent required
College Degree preferred.
Four years previous financial industry and customer service experience referred.
This job description in no way implies these are the only duties to be performed. The above job requirements represent the minimum levels of knowledge, skills and abilities. The marginal functions have not been included. An employee will be required to follow any other job-related instructions and duties as requested by branch management.
Nationwide Mortgage Licensing System (NMLS) registration and Notary Public are required and must be maintained.
COMPUTER SKILLS:
Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.
If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.
