Virtual Member Advisor (Bilingual Preferred)
About The Position
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 $1.6 billion in assets, 15 branches, and over 81,000 members! Under general supervision, this position 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.
Requirements
- High School Diploma or equivalent.
- Minimum of one year of customer service and sales experience.
- Pleasant and easily understood phone voice.
- 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.
- 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.
Nice To Haves
- Prior banking and technical support experience preferred.
- Bilingual in Spanish preferred.
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.
Benefits
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
