Member Services Representative I (Orange)
Company: Wescom Central Credit Union
Location: Orange
Posted on: May 27, 2023
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Job Description:
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. Responsible, for engaging
new and existing members to deepen their relationship with the
Credit Union, including applications for home equity products and
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 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 minimal 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.
Processes applications for 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 and deposit 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
organizational initiatives. Utilize skills developed from active
participation in training, meetings and the CON2ECT Model to
achieve assigned individual and/or branch production goals. Ensures
optimal member engagement and a migration to appropriate delivery
channels. Consults with members for Insurance Services and
Financial Services and refers to in branch specialists and business
partners. Takes applications for home equity products and makes
referrals for first mortgages to Mortgage Loan Originators in Real
Estate.
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.
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 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:
Nationwide Mortgage Licensing System (NMLS) registration is
required and must be maintained. Maintain 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.
Keywords: Wescom Central Credit Union, Orange , Member Services Representative I (Orange), Accounting, Auditing , Orange, California
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