Member Service Representative I

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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
POSITION SUMMARY:

Primarily assists members in performing accurate transactions and providing account information. Assists in establishing memberships, share accounts and other deposit products by assessing member needs, completing necessary documents and performing data entry of records in compliance with audit requirements. 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 insurance and/or investment products offered through Wescom Insurance Services and Wescom Financial Services. Responsible for engaging new and existing members to deepen their relationship with the Credit Union by educating members about products and services and referring members for Mortgage and Home Equity products.

ESSENTIAL POSITION FUNCTIONS:

Follows cash control guidelines to safeguard the credit union and member assets.

Processes Member transactions accurately, including but not limited to deposits, transfers, withdrawals and other transactions in accordance with credit union policies, procedures and regulatory requirements.

Processes all transactions within assigned limits, maintains daily cash, and sells cash to the vault as needed so as not to exceed established limit. Adheres to accurate cash balancing procedures. Researches and resolves cash differences.

Consistently provides a high level of service and is committed to increasing member satisfaction by consistently, taking a consultative approach to all member interactions. Demonstrates adherence to the established Wescom and Branch Service Standards in addition to the enforcement and modeling of our Purpose, Mission, Visiont, 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 the Member Experience Surveys.

Regularly serves members with Teller activities and occasional Platform activities by including but not limited to:

Remaining proficient and knowledgeable in all changing technologies available to members to create an omni-channel experience (e.g. mobile and online banking services)

Responds to inquiries from members, departments and Branch Management in a timely manner

Actively and consistently identifies Wescom product and service referral opportunities and works closely with branch business partners and specialists

Actively identifies, refers and assists members with auto/personal loan and credit card pre-approval offers

Provides occasional Platform support including loan application processing, new accounts, lobby management, file maintenance and card issuance activities

Consistently identifies, mitigates and reports potential fraudulent activity

Produces high quality, accurate work with minimal errors and oversights

Utilizes 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.

May participate in the servicing of coin and cash machines when required.

Occasionally processes applications for consumer loan products, including but not limited to auto loans, credit cards, and unsecured lines of credit. May also process applications for home equity loans and lines of credit. Serves as a member advocate throughout the loan process. Processes loans/lines of credit applications and provides basic credit review counseling for members with declined loans. Assists members with deposit products, including checking, savings, certificate accounts and Individual Retirement Accounts. Remains proficient with Fiduciary processes including but not limited to Trusts, Estates, Power of Attorneys and other Fiduciary accounts along with Notary Public services.

Meets personal development and training objectives. Achieves core curriculum and required training within establish timeline. Completes Wescom University core curriculum, including required regulatory training. Completes requirement to achieve Notary Public designation and possibly trains other employees with routine procedures when needed.

Could potentially pursue a career path opportunity to a Member Services Representative II if desired and if approved by Branch Management. Promotion would require successful completion of ALL the following courses and licensing:

New Account Training

Consumer Lending Training

IRA Training

Advanced Account Administration

Nationwide Mortgage Licensing System (NMLS) registration

Notary Public

Maintains proficiency in technology applications across all channels including the operating system and ancillary systems. Actively promotes and demonstrates technology to members. 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 and member records.

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 possess 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 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.

REGISTRATION:

Acquire licensing as Notary Public.

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.

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