Virtual Branch Representative

Title: Virtual Branch Representative

Job Summary: Serve as a liaison between the members and the credit union. Provide information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.

Responsibilities And Duties

• Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone, e-mail, or other correspondence.
• Continuously check member service voice mail and reply to these calls accordingly.
• Research and solve routine member questions, problems, and complaints concerning credit union accounts.
• Verify accounts, open/close accounts, accept loan applications, process stop payments on share draft accounts, order cards, and answer questions regarding share accounts, share drafts, VISA cards, ATM cards, IRAs, e-statements etc.
• Stay up to date with comprehensive knowledge of all credit union products and services that are promoted by phone service representatives.
• Cross‐sell credit union products and services when appropriate.
• Assist members with basic questions regarding their loans.
• Assist members with remote access.
• Mail, fax, or e‐mail new member applications, loan applications, and/or information to members and prospective members.
• Responsible for researching member inquiries to ensure proper follow-up and satisfaction.
• Ensure that all credit union members‐ and employee‐related business is kept in the strictest confidence.
• Treat all credit union members and employees with a positive and cooperative attitude.
• Demonstrates an unsurpassed commitment to exceptional member service and teamwork.
• Maintain up-to-date and comprehensive knowledge on all credit union products and services and can confidently offer appropriate solutions to fit member needs.
• Responsible for all in-coming communication. (Virtual Branch calls, emails, texts)
• Respond to emails or other electronic requests submitted by members within 24 hours.
• Respond to incoming chats/texts within 5 minutes
• Support and promote the Credit Union's Vision, Mission, and Core Values.
• Flexibility to work all hours assigned by the supervisor, based on business needs and operational requirements.
• Any other duties that are given by the Director of Virtual Branch and/or Director of Frontline Operations
  
  

EDUCATION and/or EXPERIENCE: High School Diploma or GED; and 3 years of Customer Service experience.

PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently required to sit; use hands or fingers to, handle or feel objects, tools, or controls, reach with hands and arms, and talk or hear, and climb stairs. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.

There may be discomfort from noise in this area. Detailed instructions and procedures to be followed in a potentially hazardous condition (i.e. robbery) are received to minimize the risk. Ability to travel including over to other branch locations and/or to training programs.

LANGUAGE SKILLS: Ability to read, and analyze, professional journals, technical procedures, or governmental regulations. Ability to interact with other employees, directors, and leadership.

OTHER SKILLS and ABILITIES: Ability to operate a personal computer and relevant software to access the credit union's accounting system and member account information. Basic knowledge of microcomputers with the ability to use Microsoft Excel and Word. Basic input, output, error correction, and general ledger account structure knowledge are essential to be able to perform the job. Excellent verbal and written communication skills along with leadership abilities.

Comprehensive Benefit Package Includes

• Health Insurance
• Dental Insurance
• Vision Insurance
• Teledoc Services Available
• Company Paid Life Insurance
• Company Paid Life Disability Insurance
• 401(k) Program with Company Match
• Paid Time Off
• Paid Holidays
• Employee Assistance Program
• Employee Perks and Discounts
• Advancement Opportunities
• Tuition Reimbursement
  
  

Leadership provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.