Member Services Representative I
Company: WCU Wescom Central Credit Union
Location: Culver City
Posted on: May 28, 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 ManagementRemaining 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
listsActively responding to inquiries from members, departments and
Branch Management in a timely mannerActively 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 offersConsistently
identifies, mitigates and reports potential fraudulent
activityProduces high quality, accurate work with minimal errors,
oversights and outagesUtilize 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
AutolandMaintains 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.PDN-99071050-b008-4b6e-9722-078d15316aaf
Keywords: WCU Wescom Central Credit Union, Los Angeles , Member Services Representative I, Accounting, Auditing , Culver City, California
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