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 $1.3 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. Schedule: Approximately 40 hours within a Monday through Friday work week (8:30 a.m. - 5:30 p.m.) 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. Requirements Qualifications: - High School Diploma or equivalent. - Minimum of one year of customer service and sales experience; prior banking and technical support experience preferred. - Pleasant and easily understood phone voice. - Bilingual in Spanish preferred. Key Competencies: - Goal-oriented and driven to achieve objectives assigned by management. - Self-starter who enjoys working with people and is confident in making sales recommendations. - Comprehensive knowledge of Westmark’s products and services, and a general understanding of branch/department functions. - Strong oral and written communication skills. - Effective problem-solving and customer service skills. - Proficient in the use of computers, telecommunication equipment, smartphones, tablets, and internet-based services. - Ability to interact with members and co-workers with professionalism and integrity. - Positive and enthusiastic attitude. - Reliable attendance and personal accountability. Physical Requirements: - Manual Dexterity and hand-eye coordination for tasks such as typing and operating office equipment. - Sitting for extended periods of time. - Visual and auditory abilities to understand and communicate with the public. - Repetitive motion using wrists, hands, and fingers. - Occasionally lift and carry up to 15 lbs., if required for departmental tasks. Westmark Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

• Manage and resolve customer inquiries through Zendesk while meeting SLA expectations for response times, ticket resolution, and CSAT scores • Accurately document customer interactions in Zendesk and update records in NetSuite • Coordinate with technicians and service providers to ensure timely issue resolution • Communicate efficiently with the Support Team via Slack, email, and Zoom • Assist with topics such as Refill Station servicing, filter replacements, billing inquiries, and general product information • Use macros and scripts to provide quick, clear, and professional responses across all communication channels • Escalate unresolved issues to appropriate team members • Manage freight and logistics coordination, including working with 3PLC warehouses, LTL freight partners, and small-parcel shipments

• Responsible for the coordination and collaboration of provider phone calls related to pre-treatment review status • Perform all customer service-related duties of the ACM team related to service/authorization requests • Answers telephone calls pertaining to pre-treatment review status • Answers telephone calls pertaining to Case Management services and directs appropriately • Provides clear and accurate responses to requests for information • Documents all calls in Case Management platform for future referral • Returns messages left in designated voice mailboxes • Reads and interpreters plan documentation language pertaining to review requirements • Meets or exceeds company standards for production and quality • Contributes to the daily workflow with regular and punctual attendance • Follows up with callers when research is needed to provide accurate answers • Communicate with providers when and what specific additional information is needed to complete a review • Distribute medical review response letters via fax as requested • Initiates referrals for Case Management when appropriate • When necessary, verifies request CPT/ICD codes, and utilizes the CPT database to determine if review is recommended • Promotes the use of ACMs external self-service tools to eliminate unnecessary calls • Assists in managing incoming fax queue as necessary

The UM CSR is responsible for the coordination and collaboration of provider phone calls related to pre-treatment review status and Case Management call coordination. The UM CSR will perform all customer service-related duties of the ACM team related to service/authorization requests and Case Management call coordination, responding promptly to all calls. ESSENTIAL JOB FUNCTIONS: - Answers telephone calls pertaining to pre-treatment review status - Answers telephone calls pertaining to Case Management services and directs appropriately - Provides clear and accurate responses to requests for information - Documents all calls in Case Management platform for future referral - Returns messages left in designated voice mailboxes - Reads and interpreters plan documentation language pertaining to review requirements - Meets or exceeds company standards for production and quality - Contributes to the daily workflow with regular and punctual attendance - Follows up with callers when research is needed to provide an accurate answer to the caller’s question - Communicate with provider when and what specific additional information is needed to complete a review - Distribute medical review response letters via fax as requested - Initiates referrals for Case Management when appropriate - When necessary, verifies request CPT/ICD codes, and utilizes the CPT database to determine if review is recommended - Promotes the use of ACMs (Allegiance Care Management) external self-service tools to eliminate unnecessary calls - Assists in managing incoming fax queue as necessary - Contributes to the daily workflow with regular and punctual attendance Quality Assurance Measurements - Consistently meet or exceed company standards for production, quality, and audit performance Minimum Education: High school graduation or GED required. Bachelor’s Degree preferred Minimum Experience: Basic computer and customer service required. Medical terminology and medical coding experience preferred Other Qualifications: Excellent oral and written communication skills required. PC skills, including Windows and Word. Must be able to adapt to software changes as they occur. Good interpersonal skills, works effectively with others. Ability to organize and recall large amounts of detailed information. Ability to read, analyze and interpret benefit summary plan descriptions, insurance documents, plan benefits, and regulations and make appropriate applications to specific situations. Ability to identify errors/oversights and make corrections. Ability to project a professional image and positive attitude in any work environment. Ability to comply with privacy and confidentiality standards. Ability to be flexible, work under pressure, meet deadlines. Ability to analyze and solve problems with professionalism and patience, and to exercise good judgment when making decisions. About Allegiance by Cigna Healthcare Since 1981, Allegiance by Cigna Healthcare has specialized in administering medical benefits, including claims processing, customer service, utilization management, and case management. With a high‑touch approach to member and client service, Allegiance supports some of the nation’s most innovative health benefit strategies. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. About Cigna Healthcare Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.