Member Services Representative II (Hawthorne, CA)

Wescom Financial • Hawthorne, CA

12h • Onsite

About The Position

Provides consultative services to credit union members by assessing their needs and explaining products and services. Assists members with establishing memberships, loan and share accounts, and savings services; completes documentation and data entry in compliance with audit requirements; processes transactions; and frequently serves as the initial point of contact between the Credit Union and its members. Promotes member engagement by providing accurate, timely information and referring members to appropriate Wescom products, services, specialists, and business partners. Engages new and existing members to deepen their relationships with the Credit Union, including taking applications for home equity products and referring members for first-mortgage real estate services.

The role performs both platform and teller activities as assigned according to business needs, supports member issue resolution, identifies product and service opportunities, processes consumer loan applications, and maintains knowledge of products, services, and technology across service channels. It also contributes to branch and organizational goals, maintains required training and registrations, supports compliance and loss-prevention standards, and protects confidential member and Credit Union information. The position is based in Hawthorne, California. Employees in all work arrangements, including hybrid and remote positions, must reside within Wescom’s California service area.

Requirements

• High school graduate.
• Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained.
• Must maintain licensing as a Notary Public.
• Proficient in Microsoft Word, Excel, and Outlook.
• Proficient in the Credit Union’s operating system and specialized software required for the position.
• Able 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, listening, and interpersonal skills.
• Ability to meet the physical demands of the position, including frequent standing, walking, sitting, hand use, reaching, climbing or balancing, stooping, kneeling, crouching, crawling, talking, and hearing; occasional lifting or moving of up to 10 pounds.
• Must reside within Wescom’s California service area.

Nice To Haves

• Previous financial industry experience.
• Previous customer service experience.

Responsibilities

• Provide consultative, needs-based service to members and promote member satisfaction and engagement.
• Assist members in establishing memberships, accounts, and services; complete required documents and data entry in compliance with audit requirements.
• Perform teller and platform activities as assigned, including deposits, withdrawals, transfers, and other day-to-day member transactions.
• Respond promptly to member, department, and Branch Management inquiries and take responsibility for resolving member issues at the first point of contact when possible.
• Promote Wescom products and services and identify appropriate referrals, collaborating with branch business partners and specialists.
• Conduct wellness calls using assigned lists, including pre-approvals and new-member engagement lists.
• Identify and refer members for auto and personal loans, credit cards, insurance, financial services, real estate, and other appropriate products and services.
• Process consumer loan applications, including auto loans, credit cards, and unsecured lines of credit; assist with home equity applications when needed; serve as a member advocate during the loan process; and fund loans.
• Provide basic credit review counseling to members whose loan applications are declined.
• Assist members with checking, certificates, money market accounts, Individual Retirement Accounts, and other savings and deposit products.
• Maintain proficiency in member-facing technologies and promote appropriate digital and other delivery channels.
• Remain proficient in fiduciary processes, including trusts, fiduciary accounts, powers of attorney, and Notary Public services.
• Support branch and organizational growth objectives and achieve assigned individual or branch production goals and initiatives.
• Complete required core curriculum, regulatory training, meetings, and personal development objectives within established timelines; mentor other team members in skill development.
• Maintain branch compliance with audit, security, policy, procedure, and loss-prevention requirements; safeguard confidential records and data.
• Control and balance assigned cash drawers and negotiable items, verify payees, signatures, and endorsements, and meet teller balancing standards.
• Communicate effectively, maintain positive working relationships, attend assigned meetings, and participate in training or development activities.
• Maintain a professional appearance, the physical environment of the branch according to Wescom standards, and good attendance and punctuality.
• Assist with coin and cash machines when required.
• Maintain required Nationwide Mortgage Licensing System registration and Notary Public licensing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED