Digital Banking Concierge — Member Support Pro

Westmark-Credit-Union; Idaho Falls (ID); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

PTO + holidays

Health insurance

401k with match

Tuition reimbursement

Employee Assistance Program

Job summary

Westmark Credit Union is seeking a customer service professional to assist members with online banking needs and general inquiries through various virtual channels. The role emphasizes friendly service, product knowledge, and problem resolution.

The position requires a minimum of one year in customer service and sales, with Spanish language skills preferred. Normal schedule is about 40 hours per week, Monday through Friday, with evening coverage.

Qualifications

• High School Diploma or equivalent.
• Minimum of one year of customer service and sales experience; prior banking and technical support experience preferred.
• Bilingual in Spanish preferred.

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.

Skills

Customer service

Sales experience

Spanish language

Education

High School Diploma or equivalent

Job description

Westmark Credit Union is seeking a customer service professional to assist members with online banking needs and general inquiries through various virtual channels. The role emphasizes friendly service, product knowledge, and problem resolution.

The position requires a minimum of one year in customer service and sales, with Spanish language skills preferred. Normal schedule is about 40 hours per week, Monday through Friday, with evening coverage.