Virtual Services Representative
Summary
Handles member inquiries and transactions for a credit union via phone or digital channels, including account opening, loans, and cross-selling services.
Summary/Objective
The Virtual Services Representative is responsible for assisting members and potential members with their Credit Union needs via the centralized Virtual Services Center in a courteous, professional, and timely manner.
Essential Job Duties
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist members and potential members with opening and closing all available deposit accounts. Provide accurate information on membership eligibility, products, and services. Assist members in determining the account types and account structure that will meet their specific needs. Resolve member problems within authority and refer problems beyond authority to supervisor.
- Assist members with the loan process from start to finish and recommend loan alternatives when necessary. Use high level interview techniques and skills. Analyze member's financial situation and offer suggestions and/or advice as needed. Has thorough knowledge of the credit union lending policy, credit granting criteria, interest rates and rate discounts.
- Cross-sell products and services to members as a solution to member needs. Support and utilize sales culture techniques by identifying opportunities. Maintain accurate records and tracking of cross-sell activity as required.
- Maintain appropriate records and prepare required reports for deposit accounts and loans, including disclosures and other compliance related requirements.
- Assist with offering and implementing other various products and services offered by the credit union to the membership. Assist with procedure and policy development as needed. Act as liaison between members and various organizations and departments.
- Maintain an up-to-date knowledge on all credit union products and services and on all related policies and procedures and rules and regulations. Prepare welcome packages for new credit union members.
- Know acceptable forms of income verification and calculate personal income; including self-employed individuals and income based on individual tax returns with an awareness of possible fraud and/or forgery.
- Assist members with financial transaction requests with adherence to operational standards and guidelines for acceptance of negotiable items.