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Member Services Consultant
2 months ago
POSITION OVERVIEW:
Delivers advisory services to members concerning credit union offerings by evaluating member requirements.
Facilitates the establishment of memberships, loan accounts, and services, as well as share accounts and savings options by completing necessary documentation and performing data entry in accordance with compliance standards.
Executes transactions for members and often acts as the primary point of contact between the Credit Union and its members.Encourages optimal member interaction by providing precise, timely information regarding Credit Union offerings, in addition to Insurance and/or Investment products available through Wescom Insurance Services and Wescom Wealth Management, while actively referring members to all Wescom Products and Services when suitable.
Responsible for engaging both new and existing members to enhance their relationships with the Credit Union. Completes applications for equity products and refers members for first mortgage real estate services.KEY RESPONSIBILITIES:
Consistently delivers a high standard of service and is dedicated to enhancing member satisfaction by adopting a consultative approach during all member engagements.
Exhibits compliance with the Branch Service Standards while embodying and promoting Wescom's Mission Statement, Vision, Core Values, and Team Attributes.
Advocates for members and takes personal accountability to ensure member concerns are addressed effectively at the first point of contact. Focuses on providing an exceptional Member Experience and achieving favorable outcomes in Member Experience Surveys.Utilizes skills acquired from the Wescom Experience Model, concentrating on relationship building and identifying member needs. Collaborates with business partners to actively refer members, leveraging the appointment system, department liaisons, etc. Business partners include, but are not limited to, Wealth Management, Insurance Services, Real Estate, and Autoland. Also collaborates with and provides qualified referrals to the designated Branch Financial Advisor.
Primarily serves members through Platform activities, including but not limited to:
Conducting member wellness outreach from provided lists (CD's, IRA, etc.),
Completing all compliance and state-mandated training within set deadlines
Actively participating in Wealth Management educational seminars
Engaging in bi-weekly meetings/coaching sessions with financial advisors (product knowledge, profiling, presentation skills, prospecting, and paperwork)
Proactively managing a book of business (servicing, retaining, and expanding member relationships, including investment and retirement needs.)
Partnering and collaborating with other business partners (Real Estate, WWM, WIS, Consumer Lending, etc.)
Attending required ongoing training sessions and/or meetings
Promptly responding to inquiries from members and Operations/Compliance
Collaborating with Branch Management regarding Time Management and follow-up activities
Actively partnering with Financial Advisors to identify member needs during interactions and appointments
Contributes to Wescom's growth objectives through needs-based member discussions and builds member relationships to address immediate and future requirements. Targets, supports, and achieves assigned branch goals and organizational initiatives. Ensures optimal member engagement and a transition to appropriate delivery channels. Consults with members for Insurance Services and Financial Services. Processes applications for home equity products and refers members for first mortgages to Mortgage Loan Originators in Real Estate.
Occasionally performs daily transactions for members, including but not limited to deposits, withdrawals, and transfers, among other assigned operational duties.
Addresses member inquiries and provides information in accordance with Credit Union policies and procedures for account-related needs. May assist in servicing coin and cash machines when necessary.Regularly processes applications for consumer loan products, including but not limited to auto loans, credit cards, and unsecured lines of credit.
May also assist members and process applications for home equity loans and lines of credit. Acts 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 knowledgeable about Fiduciary processes, including but not limited to Trusts, Estates, Power of Attorneys, and Notary Public services.Offers life insurance and other investment products and services to members, including fixed and indexed annuities, mutual funds, and 529 plans.
Required licenses must be obtained and actively maintained. Utilizes a formalized profiling process and financial needs assessment to make recommendations for suitable products and/or services for members. Refers members to a Wescom Wealth Management Financial Advisor as appropriate.Meets personal development and training objectives. Completes core curriculum and required training within established timelines. Finishes 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, WWM, and member records. Must comply with all Financial Industry Regulatory Authority (FINRA) requirements.
Safeguards the Credit Union's financial interests by managing and balancing their assigned cash drawer, negotiable items received and disbursed during daily transactions, verifying payees, signatures, and endorsements, and maintaining acceptable Teller Balancing Standards.
Communicates effectively both verbally and in writing, sharing information and ideas with others, and demonstrating good listening skills.Must possess effective interpersonal skills to maintain positive and productive working relationships with others. Attends meetings with other licensed team members as well as branch staff meetings. May participate in 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 to Wescom policy.
EDUCATION, EXPERIENCE, SKILLS, AND ABILITIES:
High School Diploma or Equivalent Experience required.
Previous financial industry and customer service experience preferred.
College degree and three years of financial industry experience preferred.
Maintains confidentiality of Credit Union, WFS, and member records.
Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained. Maintain licensing as Notary Public.
Requires FINRA Series 6, 63, and CA Life Insurance Licenses.
TECHNOLOGICAL 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 REQUIREMENTS:
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.
