Member Services Representative II (Hawthorne, CA)

Wescom Financial•Hawthorne, CA

2d•$25 - $35•Onsite

About The Position

Provides consultative services to credit union members by assessing their needs and helping them select products and services. Assists with establishing memberships, loan and share accounts, and savings services; completes required documentation and data entry in compliance with audit requirements; and processes member transactions. Frequently serves as an initial point of contact, provides accurate and timely information, and refers members to appropriate Wescom products and services. Engages new and existing members to deepen their relationship with the Credit Union, including taking home equity applications and referring members for first mortgage services. The role provides support across Platform and Teller activities according to business needs. It handles everyday transactions and account inquiries, processes consumer loan applications, supports members through loan decisions and funding, and assists with savings and deposit products and fiduciary services. The representative builds member relationships, supports assigned organizational initiatives and production goals, promotes appropriate delivery channels and technology, and collaborates with branch specialists and business partners. The position also requires maintaining required training, system proficiency, confidentiality, branch audit and security compliance, and cash-handling standards. NMLS registration and an active Notary Public license must be maintained.

Requirements

High school graduate.
Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained.
Must maintain licensing as a Notary Public.
Proficiency in Microsoft Word, Excel, and Outlook.
Proficiency in the Credit Union's operating system and specialized software required for the position.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals, and to compute rates, ratios, and percentages.
Effective verbal and written communication and listening skills.
Effective interpersonal skills to maintain positive and productive working relationships.
Previous financial industry and customer service experience is preferred.

Nice To Haves

Previous financial industry experience.
Previous customer service experience.

Responsibilities

Provide a consistently high level of consultative member service, promote member satisfaction, and work to resolve member issues at the first point of contact.
Support Platform and Operations activities, including Teller duties, as assigned according to business needs.
Maintain knowledge of member-facing technologies and banking channels, including mobile, contact, and online banking, and demonstrate technology to members.
Conduct wellness calls using assigned lists, including pre-approvals and new-member engagement lists.
Respond to inquiries from members, departments, and Branch Management in a timely manner.
Identify opportunities to refer members to Wescom products, services, specialists, and business partners.
Identify, refer, and assist members with auto and personal loan and credit card pre-approval offers.
Identify, mitigate, and report potential fraudulent activity.
Produce accurate, high-quality work and maintain proficiency in daily transactions such as deposits, withdrawals, and transfers.
Answer account-related questions in accordance with Credit Union policies and procedures; assist with coin and cash machines when required.
Process consumer loan applications, including auto loans, credit cards, and unsecured lines of credit; assist with home equity applications when applicable.
Advocate for members throughout the loan process, fund loans, and provide basic credit review counseling to members whose loans are declined.
Assist members with checking, certificate, money market, and Individual Retirement Account products, and maintain proficiency with fiduciary processes, trusts, powers of attorney, and Notary Public services.
Build member relationships through needs-based conversations, participate in assigned initiatives and training, and support individual and branch production goals.
Consult with members about Insurance Services and Financial Services and refer them to appropriate specialists and business partners.
Take home equity applications and refer members seeking first mortgages to Mortgage Loan Originators in Real Estate.
Meet personal development and training objectives, complete required regulatory and core curriculum training, and mentor team members in skill development.
Maintain proficiency in operating systems and ancillary applications, promote technology use, and contribute process-improvement opportunities.
Follow audit, security, loss-prevention, and confidentiality requirements and policies.
Control and balance assigned cash drawers and negotiable items, identify payees, verify signatures and endorsements, and meet Teller Balancing Standards.
Communicate effectively, maintain positive working relationships, attend assigned meetings, and participate in training as needed.
Maintain a professional appearance and the branch's physical environment according to Wescom standards.
Maintain good attendance and punctuality in accordance with Wescom policy.