[Hiring] Virtual Member Advisor @Westmark Credit Union

Role 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.

• 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.

Requirements

• 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.

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).