Member Solutions Representative - Part Time

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 $1.2 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. This position offers a base hourly rate plus incentives. Hours of work can be scheduled anytime the Full Service Contact Center is open Monday - Saturday. Saturday hours are 9 am - 1 pm.

Essential Functions and Performance Measurements

Provide fast, efficient, and professional service via phone, chat, video chat, and other virtual channels

Explain the features, benefits and requirements of all Westmark share products

Explain the basic features and benefits of all Westmark loan products

Provide support for online banking including Personal Branch, Online BillPay, Alkami Message Center, and Mobile Banking

Assist members with Call24 tellerfone system

Follow correct procedures and guidelines for opening new memberships, Term Certificates, IRAs and all other share products

Assist members with transaction requests such as transfers, loan payments, ACH and Draft Stop Payments, Address changes complying with the Red Flag Rules

Assist members with research requests, NADA information and check orders

Assist members with problem resolution

Educate and assist members in utilizing online banking, mobile apps and other technology

Explain and calculate interest and dividends

Assist members with Debit/Credit Card processing, issuing, activation, travel notes, disputes, and lost/stolen cards

Refer members to branches/departments when appropriate

Comply with Westmark policies and procedures and seek approval for exceptions

Participate in Westmark sponsored community events

Process and complete system generated pre-approved loans

Is able to interact with members and co-workers professionally and with integrity

Shows a positive, enthusiastic attitude

Maintains a reliable attendance record and takes responsibility for their own actions

Represents the Credit Union, both during and outside of work hours, in a courteous, professional manner

Requirements:

Required Knowledge and Abilities

Is goal and performance driven to succeed and obtain objectives assigned by management

Self-starter who enjoys working with the people and is confident in making sales recommendations

Thorough knowledge of Westmark’s products and services and a general understanding of the functions performed by each Westmark branch/department

Effective oral and written communication, problem solving, and customer service skills

Skilled in the use of computers, telecommunication equipment, smart phones, tablets, and internet-based services

Minimum Qualifications

High School Diploma or equivalent

Pleasant, easily understood phone voice

Excellent member service, communication and problem-solving skills

Bilingual in Spanish is a plus.

Minimum of one year customer service and sales experience. Prior banking and technical support experience preferred.