Virtual Member Advisor (Bilingual Preferred)

Job Description

Job Description

Description:

Discover the Westmark Difference!!

Are you looking for a career? Do you want to be valued as an individual on a team? Do you want to learn, grow, and make a difference in your community? Westmark offers outstanding stability, a variety of career opportunities and exceptional work/life balance.

· 60 % of our employees have been part of the Westmark family for 5+ years.

· 71% of our employees who have been part of the Westmark family for one year or more have received at least one promotion.

· 85% of our managers were promoted from within the company.

· Westmark has been in business since 1954 and has recently grown to over $1.3 billion in assets, 15 branches, and over 70,000 members!

We also have some of the most impressive benefits in the industry:

· Paid Time Off (3 to 5 weeks per year, depending on tenure) PLUS 11 paid holidays.

· Excellent health insurance options for employees and family with shared premiums

· 401k with 75% company match and 2% profit sharing contribution

· Tuition Reimbursement and Scholarships

· Employee Assistance Program (Free counseling and legal services)

Position Summary: Under general supervision is responsible for representing Westmark in a positive, professional manner and providing assistance and guidance to our members related to their online banking needs and general account inquiries through various virtual channels.

Schedule: Approximately 40 hours within a Monday through Friday work week (8:30 a.m. - 5:30 p.m.)

Responsibilities:

• Deliver fast, efficient, and professional service via phone, chat, video chat, and other virtual channels.
• Explain the features, benefits, and requirements of all Westmark products.
• Provide basic information on Westmark loan products.
• Support members with various online banking services.
• Assist members with the Call24 Tellerfone system.
• Follow correct procedures for opening new memberships and share products such as Term Certificates and IRAs.
• Assist with transaction requests like transfers, loan payments, ACH and Draft Stop Payments, and address changes, adhering to Red Flag Rules.
• Fulfill member research requests.
• Assist with check orders.
• Help members with problem resolution.
• Educate members on using online banking, mobile apps, and other technology.
• Explain and calculate interest and dividends for members.
• Assist with Debit/Credit Card processing, activation, travel notes, disputes, and lost/stolen card issues.
• Refer members to the appropriate branches or departments when necessary.
• Ensure compliance with Westmark policies and procedures, seeking approval for exceptions when required.
• Process and complete system-generated pre-approved loans.
• Demonstrate professionalism and integrity when interacting with members and co-workers.
• Exhibit a positive, enthusiastic attitude and maintain reliable attendance.
• Participate in Westmark-sponsored community events.
• Represent the Credit Union in a courteous and professional manner, both during and outside of work hours.

Qualifications:

• High School Diploma or equivalent.
• Minimum of one year of customer service and sales experience; prior banking and technical support experience preferred.
• Pleasant and easily understood phone voice.
• Bilingual in Spanish preferred.

Key Competencies:

• Goal-oriented and driven to achieve objectives assigned by management.
• Self-starter who enjoys working with people and is confident in making sales recommendations.
• Comprehensive knowledge of Westmark’s products and services, and a general understanding of branch/department functions.
• Strong oral and written communication skills.
• Effective problem-solving and customer service skills.
• Proficient in the use of computers, telecommunication equipment, smartphones, tablets, and internet-based services.
• Ability to interact with members and co-workers with professionalism and integrity.
• Positive and enthusiastic attitude.
• Reliable attendance and personal accountability.

Physical Requirements:

• Manual Dexterity and hand-eye coordination for tasks such as typing and operating office equipment.
• Sitting for extended periods of time.
• Visual and auditory abilities to understand and communicate with the public.
• Repetitive motion using wrists, hands, and fingers.
• Occasionally lift and carry up to 15 lbs., if required for departmental tasks.

Westmark Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws