Call Center - Virtual Member Experience Advisor - Financial Account Specialist

About the role

This position is based out of our Main office in Northeast Philadelphia. Virtual (Video) Member Experience Advisors will provide a premier level of service to members, clients, and associates of American Heritage Credit Union to enhance the overall member experience. Advisors engage with members and non-members through needs-based, consultative actions via remote and video-based interactions.

Responsibilities

• Serve as a subject matter expert for all American Heritage deposit and loan-based products and services.
• Serve as a subject matter expert for American Heritage electronic/mobile offerings, including Online/Mobile Teller functionality, Bill Payer, Quick Pay, e-Pay, and more.
• Engage members as their financial consultant/advisor using knowledge of the credit union's products/services to provide solutions to their perceived and unperceived needs.
• Fulfill lead generation requests submitted via customer relationship management (CRM), Better Lobby, etc.
• Open new accounts, certificates of deposit, money market accounts, cash management accounts, IRAs, club accounts, and sharedraft accounts.
• Complete necessary documentation for ACH and payroll deductions, input mortgage applications, and cross-sell products and services to meet member financial needs/goals.
• Process loan applications, input data, review loan decisions and options with members, prepare supporting loan documentation, compile loan documents for signature and disbursement, ensure accuracy and completeness of loans, and process denials as necessary.
• Process requests for changes and maintenance to member accounts, check orders, debit card requests, etc.
• Assist members with how to use self-service technology (e.g., PAT, Online/Mobile Teller, Bill Pay).
• Utilize sales tracking systems, member data warehouse programs, and other tools/systems (e.g., Data Verity, Better Lobby) to analyze members' engagement with the credit union and educate members in areas of low engagement.
• Achieve stated goals/objectives, including closed loans, new memberships, and e-services penetration.
• Provide assistance and backup to all Contact Center advisor positions (PAT, Concierge, Member Advisor, etc.) and access all programs needed to assist the membership accordingly.

Requirements

• Three to five years of similar or related experience, specifically at least one year of experience in a call center of a credit union or financial institution.
• Associate's Degree in Business Administration or a related field, or equivalent experience.
• Must be flexible and available to work Call Center hours of operation: Monday-Friday 7:00 a.m. to 7:00 p.m. and rotating Saturdays 9:00 a.m. to 3:00 p.m.
• FICEP certification (to be completed after hire date).

Benefits

• Competitive salary.
• Paid time off.
• Health benefits.
• 401(k) with a generous company match.
• Future growth opportunities within the company.

Schedule

Monday-Friday 7:00 a.m. to 7:00 p.m. and rotating Saturdays 9:00 a.m. to 3:00 p.m.