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

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.