Virtual Member Advisor; Bilingual

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 $1.6 billion in assets, 15 branches, and over 81,000 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 (10:00 a.m.

- 7:00 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 Call
  24 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.

Requirements

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…