What are the responsibilities and job description for the Virtual Member Services Representative- Digital Services position at Community Resource Credit Unio?
Classification-Non-Exempt
Grade- 6
Role:
The Virtual Member Service Representative will be responsible for establishing a full range of inbound and outbound service activities through live chat, video, email, and, when needed inbound phone support. This individual will deliver an exceptional level of member service/professionalism and serve as an advisor both to internal/external members. Actively identifies and cross-sells credit union products and services to ensure organizational and departmental goals are met. Assists members with their financial transactions, chat and online service requests, provide accurate solutions to concerns and provide follow-up in a timely manner. Achieves targeted metrics related to the virtual branch call volume and service standards. Maintains a positive and professional workplace environment and work as a team member in completing departmental and organizational goals.
Essential Functions & Responsibilities:
E
40%
Engages with members via live chat and video platforms to assist with a wide range of services, including but not limited to, account maintenance, transactions, online/mobile banking support, email request, product information, and resolving member concerns with professionalism and accuracy. Identifies members needs through consultative conversations and offer appropriate solutions, including recommending credit unions products and services that benefit the member.
E
20%
Serves as backup to the virtual branch by answering inbound member phone calls during peak times or as needed, ensuring seamless support across all channels. Delivers exceptional member-focused service with compassion and empathy. Addresses member concerns promptly and precisely while following internal policies and procedures.
N
10%
Assesses internal and external members needs regarding financial transactions and services, while adhering to internal controls, security and safety procedures.
N
10%
Checks general voicemail and responds to member inquiries.
N
5%
Provides and maintains member security & confidentiality and identify potential fraud.
N
5%
Trains in the troubleshooting and resolution of member issues related to multiple remote channels (mobile app, internet, third party vendors) and services provided by the credit union.
N
5%
Performs other duties as assigned.
E
5%
Actively participates in ongoing training and development to stay abreast of the credit union products, services, policies, and systems.
Performance Measurements:
1.
Maintains effectiveness in varying environments, task, responsibilities and people while still completing assignments in a timely manner.
2.
Maintains supportive and harmonious relationships with other CRCU managers and staff.
3.
Effectively cross sells credit union products and services.
4.
Comfortable using video and chat platforms, with a professional and engaging on-screen presence. Interacts with members as required in order to perform duties and responsibilities.
5.
Maintains a professional work environment and professional appearance.
6.
Produces account cards, change forms, and new accounts in a timely fashion with zero errors.
7.
Responds to telephone messages and correspondence within one business day.
8.
Relates effectively with others and understands how to approach or respond to individuals based on their personal style.
9.
Maintains and improves the financial stability of the Virtual Branch.
10.
Conducts communications with reporting manager to advise on problems and issues impacting credit union operations.
11.
Demonstrates an understanding of, and follow the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance
Knowledge and Skills:
Experience
One year to three years of similar or related experience.
Education
A high school education or GED.
Interpersonal Skills
A significant level of trust and diplomacy, and confidentiality is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and /or is usually of a personal or sensitive nature. Work involves motivating and influencing others. The ability to manage difficult or emotional member situations.
Other Skills
Excellent video and telephone etiquette, verbal, and written communication skills are required.
Physical Requirements
While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus.
Work Environment
Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.
In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
