Virtual Branch Member Service Advisor

Application deadline is 5 days after the role is posted. Bellco Credit Union is a local not-for-profit organization that has been giving back to members, communities, and employees since 1936. We offer one of the best employee benefits packages and foster a culture of development and engagement.

About the role

The Virtual Branch Member Service Advisor provides exceptional member service and builds lasting relationships through remote channels. This role includes banking services such as deposit and loan account openings, financial consultations, and adherence to regulatory and credit union policies. The ideal candidate is tech-savvy, motivated, and committed to member satisfaction.

Reports to: Virtual Branch Manager

Responsibilities

• Demonstrate Bellco’s Act Nice Behaviors and Core Values in all interactions.
• Identify cross-sell opportunities by conducting financial assessments to understand member goals and recommend solutions.
• Analyze credit bureau reports and member profiles to identify financial needs and sales opportunities.
• Assist members via inbound calls with inquiries about lending solutions, including Home Equity loans, auto loans, and other consumer loans.
• Communicate key features and benefits of Bellco products and services to deepen member relationships.
• Handle online new account decisioning, assess risk for fraud, and onboard new members by cross-selling products.
• Navigate systems including TELLERphone, Bellco online banking, core system (DNA), shared branching network, and web-based tools.
• Open and maintain personal, estate, and business accounts following established procedures.
• Complete IRA, HSA, and Coverdell account openings, maintenance, and transactions.
• Process international and domestic wire transfers following established guidelines.
• Maintain knowledge of lending processes, security, fraud procedures, and credit union operating procedures.
• Understand and comply with banking regulations, including BSA/AML, KYM, and privacy laws.
• Perform other duties as assigned by management.

Requirements

• High school graduate or equivalent preferred.
• Two years of sales and/or three years of customer service experience, or demonstrated ability to meet and exceed sales and service goals in a current Bellco role.
• Lending experience preferred.
• Ability to work remotely and adapt to changes in location or hours as needed.

Skills

• Strong oral and written communication skills.
• Ability to accurately enter and update member financial records.
• Willingness to identify needs and sell appropriate products and services.
• Bilingual (Spanish) strongly preferred.

Core Responsibilities

• Be available to work as scheduled and report on time.
• Accept supervision and work well with others.
• Comply with organizational policies, Employee Handbook, Code of Conduct, and annual training.
• Foster an inclusive workplace valuing diversity and individual differences.
• Adhere to safety policies and procedures.
• Comply with state, federal, and regulatory requirements.
• Ensure strict confidentiality of all records and PII.

Core Values

• Be Ethical and Demonstrate Integrity: Treat others with respect and honesty. Challenge each other to reach full potential.
• Be Accountable: Lead by example, set realistic expectations, and learn from mistakes.
• Embrace Change: Encourage creative solutions and believe in what’s possible.
• Appreciate the Member: Build trusted relationships, prioritize member experience, and serve with pride.
• Achieve Success Together: Strive for flawless execution and celebrate success.

Act Nice Behaviors

• Accept mutual accountability when things go wrong.
• Acknowledge others’ efforts and thank them.
• Avoid jumping to conclusions.
• Be honest, direct, and civil with no hidden agendas.
• Communicate face-to-face whenever possible.
• Empathize by putting yourself in others’ shoes.
• Build relationships into trusted partnerships.
• Forget the past and avoid holding grudges.
• Hear individuals out by actively listening.
• Protect and build up others’ self-esteem.
• Recognize and reinforce positive actions.
• Respect each other’s priorities and personal space.

Benefits

• Comprehensive benefits package for full-time and part-time employees, including:
  • Medical, Dental, and Vision coverage.
  • 401(k) with company match.
  • Supplemental Life Insurance.
  • Paid Vacation, Sick Days, and Holidays.
• Bonus opportunities:
  • Non-exempt branch roles: Monthly bonuses for production goals and quarterly bonuses for team goals.
  • Exempt branch roles: Quarterly bonuses for production and team goals.
  • Exempt non-branch management roles: Annual managerial bonus.
  • Non-branch non-management roles: On-the-spot bonuses for extraordinary performance.