Member Solutions Representative

2 weeks ago

Idaho Falls, Idaho, United States Westmark Credit Union Full time

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.
Salary Description

$ $20.87

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