Sr Member Services Representative (Knott's Berry Farm, CA)

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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade:

155N

Salary Pay Range for This Position:

$29.26 - $42.47

POSITION SUMMARY:

The Sr. Member Services Representative serves as a lead for peers and branch staff, supporting branch management with daily operations, onboarding of newer team members, and providing continual training of branch staff as needed. Acts as an information resource for policies, procedures, and process implementation including complex transactions (e.g., IRAs, Trusts, Member Disputes, etc.). Champions new technology implementations and continuous process improvement initiatives and effectively communicates to branch staff. Provides consultative member service options, deepens member relationships, and supports branch goals. Assists the branch in assessing processes and provide suggestions to remove, enhance or streamline daily operations in support of Wescom’s core value of continuous improvement.

Assists Branch Management in fostering a culture within the branch that reinforces optimal member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Leads and trains staff in conducting consultative needs-based conversations with members that lead to performing transactions, establishing memberships, shares, loans and offering products and services that meet the member’s needs.  Trains staff in completing necessary documents and performing data entry of records in compliance with audit requirements.

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 is responsible for engaging new and existing members to deepen their relationships with the Credit Union. Completes applications for home equity products and makes referrals for first mortgage real estate services, wealth management and insurance services.

ESSENTIAL POSITION FUNCTIONS:

Consistently provides a high level of service and is committed to increasing member

satisfaction. Demonstrates adherence to the Branch Service Standards in addition to

enforcement and modeling of Wescom’s Core Ideology.

Assumes personal accountability for maintaining high service standards and operational

excellence throughout the branch. Promotes advocacy and takes personal responsibility

to ensure that member issues are handled expeditiously. Focus on delivering the

Wescom Experience and achieving successful results with the Net Promoter and

Transactional Surveys. Creates an environment that supports teamwork and

collaboration, within the branch and organization.

Maintains knowledge of products and services. 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 statement requests, stop payments, fraud claims, insurance of accounts,

and other deposit account related needs.

Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the branch according to Wescom standards.

Maintains acceptable attendance and punctuality performance in accordance with established Wescom policy.

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.

Communicates well both verbally and in writing, effectively shares information and ideas with others and demonstrates good listening and presentation skills.

Must have effective interpersonal skills to maintain positive and productive working relationships with others. Attend job family meetings and designated meetings with other team members in addition to branch staff meetings. May participate with in-house training sessions, self-studies as well as outside seminars and classes.

Deliver high-level, consultative member service, modeling Wescom’s values and service standards.

Mentor and train new and existing team members; facilitate meetings a