Virtual Branch Service Representative (Call Center)

Duties And Responsibilities

• Professionally service Member activity associated with loan and deposit services
• Provide accurate information for all products and services, as well as the status of all Member accounts
• Open new membership and deposit accounts
• Absorb primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
• Cross-sell alternative or additional services where they best fit the Member’s needs
• Provide basic financial services advice to Members that promotes their financial well-being
• Provide a superior level of support for all MSRs and lending staff
• Aid in the development of competitive and/or Member information that will support sales initiatives
• Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service
• Aid other MSRs and lending staff based on work requirements
• Maintain a consistent meeting or exceeding of all service and productivity goals established for this position
• Maintain an up-to-date status of all sales support and processing activity with routine reporting to management
• Develop an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• Continue to improve individual level of competency through training and certification on established educational programs

Required Qualifications

• High school diploma or equivalent education and experience
• Prior experience in a customer service role
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy and speed
• Professional demeanor and ability to be “On Stage” for extended periods maintaining a positive attitude
• Effective verbal and written communication skills
• Must be able to easily adapt to quick changes in pace or workload

Physical Demands

• Sit
• Use hands to manipulate, handle, feel, and talk or hear
• Frequently reach with hands and arms
• Occasionally stand and walk
• Occasionally lift and/or move up to 15 pounds
• Close vision, distance vision, and ability to adjust focus