Anywhere Branch Specialist (Anaheim, CA)

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POSITION SUMMARY:

The Anywhere Branch Specialist (ABS) is responsible for consistently delivering excellence in member service within a virtual environment. This includes prompt, efficient, courteous, and professional interactions across all applicable communication channels. ABS team members ensure their personal appearance and video background reflect a high level of professionalism.

As subject matter experts, ABSs resolves member service needs by providing expert guidance on credit union products and services, driving virtual adoption, and promoting optimal member engagement, retention, and membership growth. They serve as the primary contact for members outside the current branch footprint, with a focus on supporting Branch 99 members through all virtual and digital platforms.

In addition to general member support, ABSs play a critical role in the Member Priority Queue, assisting Contact Center Representatives with complex member interactions. This includes handling higher-limit transactions, high-risk transactions, and responding to detailed product and service inquiries, ensuring members receive timely and accurate support.

ABSs assist with consumer loan application processing, including accepting applications, verifying credit reports and income, communicating approval stipulations, delivering loan decisions, supporting loan funding, and managing loan queues. Throughout the loan process, they serve as dedicated member advocates.

ESSENTIAL POSITION FUNCTIONS:

Consistently delivers a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Member Contact Center (MCC) Service Standards, while modeling Wescom's Mission Statement, Core Values, and Team Attributes. Promotes advocacy and takes personal responsibility to ensure member issues are resolved at the first point of contact.

Supports the Member Priority Queue, assisting Contact Center Representatives with complex member interactions. This includes handling higher-limit transactions, high-risk transactions, and providing expert responses to product and service inquiries, ensuring timely and accurate resolution.

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

Advocates for member adoption of new technology, digital products, marketing campaigns, and promotions. Embraces new and existing tools to enhance the member experience and consultation process.

Assists members with inquiries through virtual and digital platforms, demonstrating strong knowledge of products and services, including technical support for the Online Banking platform. Maintains excellent written communication, accuracy, and a sense of urgency.

Targets and achieves individual goals aligned with department objectives. Contributes to Wescom's growth through needs-based sales and service, matching solutions to member needs. Promotes optimal member engagement and migration to appropriate delivery channels.

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

Maintains current knowledge of credit union products and services to ethically promote and deepen member financial relationships.

Actively participates in team meetings and cross-departmental collaborations to support virtual member growth and engagement initiatives.

Ensures 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 interests by adhering to MCC Responsibility Guidelines.

Communicates effectively across all channels-verbally, on-screen, over the phone, and in writing. Shares information clearly, listens actively, and presents ideas professionally.

Demonstrates professionalism and empathy in all member interactions.

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

Maintains good attendance and punctuality in accordance with Wescom policy.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:

High School graduate.

Previous financial industry and customer service experience preferred.

Must be proficient in technology applications including the Credit Union's operating system.

Technically savvy with smartphones and operating systems, PCs, IPads, Chat, SMS, and email systems. Contributes to organizational efforts in process improvement.

Assist with troubleshooting and issue resolution associated with the various communication channels utilized. Communicate with Contact Center Management and IT staff when applicable.

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:

This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

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.