Virtual Banker II

Role:

The Virtual Banker II is responsible for providing a high level of member service in a fast-paced virtual banking center through a variety of digital channels including phone, chat, video, and email. This role provides exceptional and timely member service with a focus on member retention and deepening the relationship. They will apply specialized skills and knowledge toward their daily tasks, responsibilities, and service, including but not limited to products and services, lending procedures, and operations. They will apply these skills to offer specific product and service information to members to improve their experience and increase retention and growth expectations set forth by the Credit Union. This role is knowledgeable of NCUA regulations, policies, procedures, and the features and benefits of Credit Union products and services, including current marketing promotions. This position is responsible for resolving member inquiries and issues at the first point of contact.

Essential Functions and Responsibilities:

• Assists members with general transactions and account inquiries. This role will directly assist in complex transaction or service requests, including fraud, IRA, etc.; originate new accounts and take loan requests, overseeing the process through to funding; improves member experience by cross-selling additional products and services by determining member needs through questions, exploring options, and resolving issues that are within their authority; escalates problems/issues to manager, along with recommendations; provides exceptional service via multiple channels (e.g., phone, chat, video, and email).
• Completes necessary documents and performs data entry of records in compliance with audit requirements; updates and maintains member account information on core system.
• Cross-collaborates with other departments, including retail branches, back-office support, and credit, to ensure a cohesive approach to member experience; meets/exceeds established sales and service goals and key critical metrics.
• Learns and maintains a working knowledge of all Credit Union products, services, and promotions offered to provide consistent and excellent member service on every call.
• Coaches members on the usage of available technology. Performs other job-related duties as assigned; NMLS IDs may be required.

Knowledge, Skills, and Abilities:

• High School diploma or GED required.
• One to three (1 to 3) years of similar or related experience.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for the purpose of giving or obtaining information which may require some discussion.
• Proven ability to deliver sales and service results in a financial institution call center environment; basic knowledge of selling strategies and methods, as well as teller functions and new accounts.
• MS Windows, Outlook, Word, and Internet proficiency.
• Employee must be professional, dependable, and flexible.
• Working knowledge of financial institution operations and member experience strategies, along with comprehension of complex compliance regulations.
• Working knowledge of word processing, spreadsheet, and presentation software programs preferred.
• Strong communication and organizational skills; ability to prioritize tasks and capable of working independently with minimal supervision.
• Professional and effective interaction, verbal, and written communication skills.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however, no accommodations will be made which may pose serious health or safety risks to the employee or others, or which impose undue hardships on the Credit Union.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools or controls. The employee is frequently required to talk or hear. The employee is occasionally required to stand; walk, reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must regularly lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

This job description is not a complete statement of all duties and responsibilities comprising the position.

Job Type: Full-time

Pay: $19.26 - $28.89 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance
• Volunteer time off

Experience:

• banking or credit union: 1 year (Required)

Language:

• Spanish (Preferred)

Work Location: In person