What are the responsibilities and job description for the Virtual Branch Lead position at Bellco Credit Union?
Application deadline is 5 days after the date the role was posted.
Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.
Virtual Branch Lead
______________________________________________________________________________
LOCATION: Corporate/Branch DIVISION: Branch Sales & Service
FUNCTION DESCRIPTION:
The Virtual Branch Member Service Advisor is responsible for providing exceptional member service and building lasting relationships through remote channels. This role encompasses a wide range of banking services, including deposit and loan account openings, needs-based financial consultations, and adherence to all regulatory and credit union policies. The ideal candidate will be a highly motivated, tech-savvy individual with a strong commitment to member satisfaction and a passion for helping members achieve their financial goals.
LOCATION CAN BE DETERMINED ON WHERE CANDIDATE RESIDES:
PUEBLO BRANCH OR 9TH AND CO BRANCH
ORGANIZATIONAL RELATIONSHIPS:
Reports to: Virtual Branch Manager
Supervises: None
Contacts: Credit union members, other credit union departments, credit union officials and appropriate external financial service providers
QUALIFICATIONS/REQUIREMENTS:
Education: High school graduate or equivalent work experience is preferred
Experience: Two years of sales and three years of customer service experience and/or demonstrating in current Bellco role the ability to consistently meet and exceed sales and service goals. Lending experience preferred.
Skills: Ability to interact with others in a positive manner both in person, by email and by phone using strong, oral and written, communication skills.
Ability to accurately and efficiently enter data and update member financial records.
Ability and willingness to identify needs and sell appropriate products and services.
Bilingual (Spanish) strongly preferred.
Additions or modifications to these requirements may be made as needed to maintain high service standards.
Equipment: On-line computer terminal keyboard and visual monitor, calculator, copy machine, fax machine, telephone, computer printer.
ESSENTIAL FUNCTIONS:
1. Demonstrates Bellco’s WOW philosophy in all interactions with members, prospective members, vendors, visitors and personnel in other Bellco departments.
1. Serves as a back-up to the Virtual Branch Manager including but not limited to: Actively supporting, completing, inspecting the completion of daily video/phone appointments, assisting other departments by completing member requests or complaints, monitoring Internet/Lending Call Group Loan queues, and responding to member emails.
2. Tracks and report on sales and call productivity.
3. Effectively communicates any member escalations that cannot be resolved by the virtual branch team to the appropriate party within the organization.
4. Supports staff with how to identify potential cross-sell opportunities.
5. Delivers a consistently positive and personalized member experience through phone, video, and other virtual communication channels.
6. Identify cross-sell opportunities by conducting thorough financial assessments to understand member financial goals and recommend appropriate solutions.
7. Analyze credit bureau reports and/or member profiles to accurately identify member financial needs and sales opportunities.
8. Assists members via inbound phone calls from members with inquiries about lending solutions and borrowing needs. Products include Home Equity loans, auto loans and other consumer loans.
9. Understands and communicates key features and benefits of all Bellco products and services to members and deepens member relationships by matching products to meet members’ needs and referring members to the appropriate team member/partner if necessary.
10. Proactively addresses member inquiries and resolves issues efficiently and effectively.
11. Handles online new account decisioning determining potential risk for monetary loss/fraudulent activity and onboarding new members by deepening member relationships by cross-selling products and services.
12. Accesses and navigates devices and systems including TELLERphone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
13. Opens and maintains personal, estate and business accounts for potential and existing members following the established account opening procedures.
14. Completes IRA, HSA and Coverdell account openings, maintenance and transactions.
15. Precisely and confidently processes international and domestic wire transfers for members following established guidelines and within the prescribed wire limits.
16. Maintains thorough knowledge of lending process, Security and Fraud procedures, and functions of all automated equipment. Knowledge of credit union operating procedures in order to provide necessary support as needed.
17. Maintain a thorough understanding of all applicable banking regulations, including BSA/AML, KYM, and privacy laws.
18. Adhere to Bellco’s policies and procedures, ensure all transactions and activities are conducted in a compliant and confidential manner.
19. Provides additional leadership support to virtual branch leadership team as follows:
Sets daily individual and virtual branch production goals
Supports team members in reaching goals
Participates in sales calls
Assists with training and onboarding of new team members
Handles complex financial transactions/member escalations and provides solutions
21. Maintains high levels of performance, takes the initiative to identify problems and provide solutions, requires minimal supervision and exhibits good judgement and decision-making skills.
22. Willingness to work outside events such as SEG events, community events, Chamber events, educational series.
23. Regular and punctual attendance.
24. Must possess a valid NMLS registration or be willing to obtain one.
Management retains the discretion to add to or change the duties of this position at any time.
WORKING CONDITIONS:
In order to meet the financial service needs of our members, position may necessitate changes in location or working from home during weather events/or by need.
May require changes in hours to meet business needs
Bellco Credit Union provides a comprehensive benefits package to employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays.
In addition to base compensation, Bellco Credit Union offers bonuses for the following roles:
Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals.
Exempt branch roles may earn quarterly bonuses for production and team goals.
Exempt non-branch management roles may be eligible for an annual managerial bonus.
Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.
Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.
Virtual Branch Lead
______________________________________________________________________________
LOCATION: Corporate/Branch DIVISION: Branch Sales & Service
FUNCTION DESCRIPTION:
The Virtual Branch Member Service Advisor is responsible for providing exceptional member service and building lasting relationships through remote channels. This role encompasses a wide range of banking services, including deposit and loan account openings, needs-based financial consultations, and adherence to all regulatory and credit union policies. The ideal candidate will be a highly motivated, tech-savvy individual with a strong commitment to member satisfaction and a passion for helping members achieve their financial goals.
LOCATION CAN BE DETERMINED ON WHERE CANDIDATE RESIDES:
PUEBLO BRANCH OR 9TH AND CO BRANCH
ORGANIZATIONAL RELATIONSHIPS:
Reports to: Virtual Branch Manager
Supervises: None
Contacts: Credit union members, other credit union departments, credit union officials and appropriate external financial service providers
QUALIFICATIONS/REQUIREMENTS:
Education: High school graduate or equivalent work experience is preferred
Experience: Two years of sales and three years of customer service experience and/or demonstrating in current Bellco role the ability to consistently meet and exceed sales and service goals. Lending experience preferred.
Skills: Ability to interact with others in a positive manner both in person, by email and by phone using strong, oral and written, communication skills.
Ability to accurately and efficiently enter data and update member financial records.
Ability and willingness to identify needs and sell appropriate products and services.
Bilingual (Spanish) strongly preferred.
Additions or modifications to these requirements may be made as needed to maintain high service standards.
Equipment: On-line computer terminal keyboard and visual monitor, calculator, copy machine, fax machine, telephone, computer printer.
ESSENTIAL FUNCTIONS:
1. Demonstrates Bellco’s WOW philosophy in all interactions with members, prospective members, vendors, visitors and personnel in other Bellco departments.
1. Serves as a back-up to the Virtual Branch Manager including but not limited to: Actively supporting, completing, inspecting the completion of daily video/phone appointments, assisting other departments by completing member requests or complaints, monitoring Internet/Lending Call Group Loan queues, and responding to member emails.
2. Tracks and report on sales and call productivity.
3. Effectively communicates any member escalations that cannot be resolved by the virtual branch team to the appropriate party within the organization.
4. Supports staff with how to identify potential cross-sell opportunities.
5. Delivers a consistently positive and personalized member experience through phone, video, and other virtual communication channels.
6. Identify cross-sell opportunities by conducting thorough financial assessments to understand member financial goals and recommend appropriate solutions.
7. Analyze credit bureau reports and/or member profiles to accurately identify member financial needs and sales opportunities.
8. Assists members via inbound phone calls from members with inquiries about lending solutions and borrowing needs. Products include Home Equity loans, auto loans and other consumer loans.
9. Understands and communicates key features and benefits of all Bellco products and services to members and deepens member relationships by matching products to meet members’ needs and referring members to the appropriate team member/partner if necessary.
10. Proactively addresses member inquiries and resolves issues efficiently and effectively.
11. Handles online new account decisioning determining potential risk for monetary loss/fraudulent activity and onboarding new members by deepening member relationships by cross-selling products and services.
12. Accesses and navigates devices and systems including TELLERphone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
13. Opens and maintains personal, estate and business accounts for potential and existing members following the established account opening procedures.
14. Completes IRA, HSA and Coverdell account openings, maintenance and transactions.
15. Precisely and confidently processes international and domestic wire transfers for members following established guidelines and within the prescribed wire limits.
16. Maintains thorough knowledge of lending process, Security and Fraud procedures, and functions of all automated equipment. Knowledge of credit union operating procedures in order to provide necessary support as needed.
17. Maintain a thorough understanding of all applicable banking regulations, including BSA/AML, KYM, and privacy laws.
18. Adhere to Bellco’s policies and procedures, ensure all transactions and activities are conducted in a compliant and confidential manner.
19. Provides additional leadership support to virtual branch leadership team as follows:
Sets daily individual and virtual branch production goals
Supports team members in reaching goals
Participates in sales calls
Assists with training and onboarding of new team members
Handles complex financial transactions/member escalations and provides solutions
21. Maintains high levels of performance, takes the initiative to identify problems and provide solutions, requires minimal supervision and exhibits good judgement and decision-making skills.
22. Willingness to work outside events such as SEG events, community events, Chamber events, educational series.
23. Regular and punctual attendance.
24. Must possess a valid NMLS registration or be willing to obtain one.
Management retains the discretion to add to or change the duties of this position at any time.
WORKING CONDITIONS:
In order to meet the financial service needs of our members, position may necessitate changes in location or working from home during weather events/or by need.
May require changes in hours to meet business needs
Bellco Credit Union provides a comprehensive benefits package to employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays.
In addition to base compensation, Bellco Credit Union offers bonuses for the following roles:
Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals.
Exempt branch roles may earn quarterly bonuses for production and team goals.
Exempt non-branch management roles may be eligible for an annual managerial bonus.
Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.
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