Why Westerra?

Here at Westerra Credit Union, every employee counts. Our teams are made up of high-performing individuals committed to being HONORABLE, INVENTIVE, and CURIOUS – qualities that make us GREAT! Each person brings their authentic self to work every day, and we want you to feel comfortable being YOU.

All of our team members work towards a shared purpose: to teach one another to prosper. We strive to be a modern financial community where we all truly belong, both for our employees and the members we serve. We look forward to seeing how you will contribute to this purpose by positively impacting our members’ lives through personal attention, financial education, community engagement, and more. This is true for every role, as we are all member-facing.

Founded by schoolteachers in 1934, we are a learning organization at our core. We embed a growth mindset in our employees, ensuring that we all prosper together! If you’re ready to make an impact and join a community where you can grow, belong, and thrive, we encourage you to apply today and help shape the future of Westerra!

What is the role?

The USR role is primarily responsible for providing exceptional member service through a consultative approach by engaging our members in solutions-based conversations. This position is a relationship building role with a blend of financial transactions performed on the teller-line, and further deepening relationships with account servicing and basic loan originations. The person in this role should have a passion for serving our membership, our communities, and delivering upon our Purpose, “We exist to teach one another to prosper.” They should have the drive to create member experiences worth bragging about, and for delivering results within the branch.

What will be expected of me?

• Assists members with transactional needs according to established processes and service standards, including answering member inquiries and issue resolution
• Engages members through strategic, open-ended discovery questions to uncover financial priorities, identify short-term and long-term goals, and align solutions with the member’s financial needs and values
• Demonstrates knowledge of Westerra’s products and services and proactively identifies and recommends tailored solutions to meet member needs
• Represents Westerra at community and business development events
• Contributes to branch goals and supports current business priorities and initiatives
• Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations
• Maintains high-level of confidentiality
• Obtains NMLS (National Mortgage Licensing System) registration within 30 days of hire
• Obtains and maintains notary public certification within six months of employment (if not already certified) to perform notarial acts such as verifying signatures, administering oaths, and certifying documents
• Other duties as assigned

What am I bringing?

Experience/Education:

• 1+ years customer service experience required
• Cash handling experience required
• Strong sales and referral disposition required

Skills and Abilities:

• Ability to listen and respond to member/customer needs, seeking clarification when needed
• Strong verbal and interpersonal communication
• Proven attention to detail
• Ability to solve problems and respond with appropriate solution
• Basic computer knowledge
• Accountable for basic short-term tasks and work is primarily routine and follows standard procedures
• Uses basic judgement under close supervision or instruction
• Understanding of procedures for basic technical, administrative, or operative tasks

What is the work environment like, and are there physical requirements for this role?

• Mon-Fri: On location in the branch (Saturdays on rotation)
• Occasionally: Off-site at business development or community events; may require weekend and/or evening shifts offset by branch schedule
• Works primarily at standing desk
• Ability to lift 25 pounds    

Salary: in addition to the starting rate of $20 per hour, this role is also eligible for Westerra’s self-funding reward plan. This plan pays out a cash incentive annually if Westerra hits specific criteria tied to financial goals and this role has a direct impact on the outcome of those results! In addition, when employees transition to a USR III through internal level progression, they become eligible for monthly variable pay incentives, providing additional earning opportunities tied to performance.

What are some of our benefit offerings?

• Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
• Two dental plans through Delta Dental
• Basic life and AD&D insurance, short-term disability and long-term disability
• 20+ days of paid time off (PTO) per year
• Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
• 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes up to 6% match
• Up to $5250 per year for educational reimbursement
• 4 weeks of paid parental leave
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs