Interactive Specialist (Video Personal Banker)

About the role

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.

Responsibilities

• Provide engaging member-centric service to members virtually via Video Banking Solution
• Professionally provide first call resolution by assisting members and potential members with requests; answer questions about products and services including loan products; recommend products that will benefit the member
• Produce a pro-rata portion of assigned sales goals
• Demonstrate the ability to optimize member contacts by meeting immediate need and uncovering additional opportunities to serve the member
• Utilize “available” time efficiently, consistently maintaining low “work” and “unavailable” percentages while meeting interaction performance standards
• Comply with all member verification processes and transaction processing guidelines to mitigate risk and protect the member and the credit union from fraud or loss
• Identify opportunities to sell credit union products; meet/exceed aggressive sales, cross-sell and funding goals; provide prompt, accurate and courteous responses to members; make financial recommendations; process various complex financial transactions; effectively educate members on basic financial literacy components and Chartway’s products and services
• Process transactions using Video Banking solution: deposits, withdrawals, loan payments, opening accounts, loan applications, etc.
• Build relationships with members
• Problem solve issues that may occur with software
• Provide timely, accurate and energetic support to members
• Respond to internal and external requests via telephone, email, fax or written correspondence relating to products, policies, procedures and credit union services
• Review and monitor e-Funds alerts for possible fraudulent activity, research reinvestigation requests and correct discrepancies
• Deliver an exceptional member experience through ITM technology. The experience will include accurate and efficient transaction processing and friendly and professional service delivery

Requirements

• Associates degree or equivalent experience
• Three to five years of financial services experience that include support or branch operations roles
• Proven track record of progressed responsibility, demonstrating ability to master roles and assignments
• Good credit history

Schedule

Monday – Friday 8:00 AM – 7:00 PM; Saturday 8:00 AM – 5:00 PM

Pay

$21 - $22 per hour (Higher compensation may be considered based on experience, qualifications, and internal equity)

Benefits

Chartway offers a competitive salary and a comprehensive benefits package.