Senior Member Services Representative

About the role

The Senior Member Services Representative leads the branch team in delivering exceptional member experiences for Wescom. This role combines operational oversight, staff development, and consultative service to support the credit union’s growth and member satisfaction.

Key responsibilities

• Act as the primary point of contact for peers and branch staff, supporting daily operations and onboarding of new team members.
• Provide ongoing training on policies, procedures, complex transactions (e.g., IRAs, trusts, member disputes) and new technology implementations.
• Deliver consultative member service, assisting with memberships, loan accounts, share accounts, home‑equity applications and referrals to mortgage, wealth management and insurance services.
• Identify and recommend process improvements to streamline operations and enhance the Wescom member experience.
• Ensure compliance with audit requirements through accurate data entry and documentation.
• Promote a culture of teamwork, financial discipline, operational integrity and continuous improvement within the branch.

Required profile

• Proven experience in a senior member‑service or branch‑lead role within a financial institution.
• Strong knowledge of credit union products such as memberships, loans, shares, IRAs and trusts.
• Excellent communication and coaching abilities to train and motivate staff.
• Demonstrated commitment to high service standards and member satisfaction metrics.
• Ability to analyze processes and drive efficiency improvements.

Required skills