Remote Branch Specialist (Anaheim, 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:

154N

Salary Pay Range for This Position:

$26.63 - $37.27

POSITION SUMMARY:

The Remote Branch Specialist, also known as RBS, is responsible for consistently delivering excellence in member service in a virtual environment.  Service excellence must be achieved through prompt, efficient, courteous and professional interactions through applicable communication channels.  Ensures individual appearance and video background reflects the desired level of professionalism.  This role serves as a subject matter expert, resolving member service needs to deliver expertise in our products and services to drive virtual adoption, promote optimal member engagement, retention and membership growth.  RBS’s will engage, advocate and be the primary contact for members that are out of the current branch footprint, primarily supporting Branch 99 members through all virtual/digital platforms.

Responsible to partner with the branch network and other departments to support member activities that deepen digital engagement and products to strengthen their financial needs. Maintains current knowledge of credit union products and services to ethically promote and further engage members financial relationship.

Makes referrals with experts in Financial Services, Home Loans and Insurance Services to assist our members achieve financial wellness.  CCS’s will assists with consumer loan application processing which includes accepting loan applications, reviewing and verifying accuracy of credit reports, income verification, communicate approval stipulations, deliver loan decision, support the loan funding process and assist with managing loan queues.  Serves as member advocate throughout the loan process.

ESSENTIAL POSITION FUNCTIONS:

Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Member Contact Center (MCC) Service Standards in addition to enforcement and modeling of Wescom’s Mission Statement, Core Values and Team Attributes. Promotes advocacy and takes personal responsibility to ensure that member issues are handled properly at the first point of contact.

Focuses on delivering Signature Experiences and achieving successful results in the Net Promoter Survey. 

Advocate member adoption of new technology, digital products, marketing campaigns and promotions.  Adopt new and existing tools that will enhance our members experience and consultation process. 

Assist members with their inquiries through virtual and digital platforms. This skillset

must demonstrate and maintain knowledge of products and services including technical assistance with our Online Banking platform. Must demonstrate excellent written grammar, accuracy and work with a sense of urgency.

Targets and achieves individual goals in support of department goals. Contributes to   Wescom growth through needs-based sales and service skills to match services to member needs. Ensures optimal member engagement and a migration to appropriate delivery channels.

Meets personal development and training objectives established by Department Manager. Completes Wescom University core curriculum, including required regulatory training. Adheres to Quality Assurance model to ensure active engagement with members. 

Maintains current knowledge of credit union products and services to ethically promote and further engage members financial relationship.

Actively participate in team meetings and meetings with other departments to support the virtual member growth and engagement initiatives.

Understands and ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union and member records.

Protects the Credit Union’s financial interest by maintaining the MCC Responsibility Guidelines.

Communicates well both verbally, on-screen, over the phone and in writing.  Effectively shares information and ideas with others, and demonstrates good listening and presentation skills.

Ability to be professional and empathetic in all interactions

Maintains the physical environment of the work area according to Wescom standards.

Maintains good attendance and punctuality in adherence with Wescom policy.