Business Services Implementation Officer

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 $1.6 billion in assets, 15 branches, and over 80,000 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: The Business Services Implementation Officer coordinates routine onboarding and implementation activities for business members and business services. This position works under general supervision and serves as a primary contact for standard implementations, member training, and ongoing business service support.

The Business Services Implementation Officer works closely with Relationship Development Officers, Commercial Lending, Operations, Digital Banking, Compliance, and Branch teams to support a smooth implementation experience while developing proficiency in treasury management products, business services, and implementation processes.

Responsibilities

Business Member Onboarding & Implementation

• Coordinate routine onboarding for new business members and implementation of standard business products and services.
• Review documentation for completeness and accuracy and ensure required agreements and supporting documentation are obtained.
• Coordinate standard implementations of ACH Origination, Positive Pay, Business Online Banking, Wire Origination, user administration, account permissions, business debit cards, and other business services.
• Maintain implementation checklists, monitor timelines, and communicate status updates and outstanding items to members and internal teams.
• Coordinate with internal departments and service providers to ensure services are established accurately and timely.
• Escalate complex implementation issues or exceptions to senior team members or the appropriate department.

Business Member Training & Support

• Schedule and conduct routine implementation meetings and Business Online Banking training.
• Educate business members on applicable products, services, features, and procedures.
• Provide educational materials and resources to support successful product adoption.
• Respond to routine operational questions and provide ongoing support related to implemented business services.
• Follow up with business members to ensure services are functioning effectively and needs are being addressed.

Relationship & Portfolio Support

• Support Relationship Development Officers with business onboarding, including preparing materials, gathering documentation, scheduling appointments, and following up on outstanding items.
• Serve as an initial point of contact for routine business service questions and implementation-related needs.
• Maintain accurate implementation and business service records.
• Update member records and assist with annual reviews and ongoing business service maintenance.
• Track implementation activities and business service utilization and assist with identifying opportunities for additional education or support.

Compliance, Documentation & Collaboration

• Follow established policies, procedures, and regulatory requirements related to business member onboarding and business services, including CIP/BSA requirements.
• Protect confidential member and business information.
• Identify and escalate compliance, operational, or risk concerns to the appropriate department or senior team member.
• Develop effective working relationships with internal departments and communicate proactively throughout the implementation process.
• Participate in business services projects, process improvements, testing, and other initiatives as assigned.

Requirements

Qualifications:

Education

• Associate's degree in Business, Finance, or a related field preferred; equivalent combination of education and experience may be considered.
• Experience
• Two or more years of experience in a financial institution is required.
• Experience with business accounts preferred.
• Treasury Management experience preferred.
• Business Online Banking experience preferred.
• Commercial lending or business banking support experience is a plus.

Knowledge:

Basic knowledge of:

• Business deposit accounts and account structures.
• Treasury Management products and services.
• ACH and wire transfers.
• Business Online Banking.
• Commercial account documentation and business entity structures.
• CIP/BSA requirements.
• Business member onboarding and implementation processes.

Key Competencies:

• Member Focus
• Provides responsive, professional service and builds positive relationships with business members.
• Communication
• Communicates clearly and professionally with members and internal partners and explains products and processes in an understandable manner.
• Organization & Attention to Detail
• Effectively manages implementation activities, documentation, and deadlines while maintaining accuracy.
• Collaboration
• Works effectively with internal departments and team members to coordinate implementations and resolve routine issues.
• Problem Solving & Accountability
• Takes ownership of assigned responsibilities, follows through on commitments, identifies solutions to routine issues, and recognizes when escalation is needed.
• Adaptability & Continuous Improvement
• Learns new products, systems, and processes and applies knowledge to improve efficiency and the member experience.
• Success Measures
• Success in this position will be demonstrated through:
• Timely and accurate completion of routine business service implementations.
• Development of proficiency with business products, services, and implementation procedures.
• Positive business member service experiences.
• Accurate and complete documentation and adherence to established procedures and regulatory requirements.
• Effective communication, coordination, and follow-through with members and internal partners.

Physical Requirements:

• Ability to sit and work at a computer for extended periods.
• Ability to regularly use a computer, telephone, and other standard office equipment.
• Ability to communicate effectively in person, by telephone, and electronically.
• Ability to occasionally stand, walk, bend, reach, and lift or carry office materials weighing up to 25 pounds.
• Ability to travel occasionally for meetings, training, or other work-related activities.

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