Virtual Services Representative

Insight Credit Union is looking for a passionate trusted financial advisor who is qualified and has the desire to provide an excellent virtual service experience to our members.

A Virtual Services Representative will assist existing and potential members with establishing new memberships and shares, accepting and processing consumer loan applications to completion, assessing member needs through using consultative and needs based discussions to recommend, fulfill and referral to Insight partners additional Insight Credit Union solutions. Must meet or exceed member expectations and personal production goals. Inbound and outbound interactions with members and potential members will occur through multiple channels including telephone, web-based software, email, chat, video, and mail delivery when applicable. Must be engaging, energetic, and personable to complete processes quickly while building a trusted financial advisor relationship with the members. May provide backup assistance to the Member Support Department as requested.

This position may be located within the following Locations:

129 E. Gore St.

Orlando, FL 32806

or

270 Winding Hollow Blvd.

Winter Springs, FL 32708

or

15120 U.S. Hwy. 441

Eustis, FL 32726

Compensation & Benefits:
We offer a competitive Central Florida hourly pay of $23.15 per hour. All our of current open positions are Full Time which include a comprehensive benefits package offering:

• Medical, Dental, Vision
• Free and Voluntary Life and Disability Insurance
• Pet Insurance
• 401k with match up and 100% vested
• Paid Time Off
• Birthdays Off
• Tuition Reimbursement

Dress Code Expectations: Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required.

Responsibilities & Qualifications

• Consistently produces a high volume of sales production through referring, closing, and funding of loan products and services. Seeks to find opportunities to improve the member's financial lives by offering loan products that will benefit the member. Consistently meets or exceeds credit union monthly, quarterly, and annual loan production goals. Will be expected to refer and sell debt protection, extended warranty coverage and Guaranteed Asset Protection on loan products to protect the member and the credit union. Refer investment opportunities and mortgage loans to appropriate Insight departments and business partners. Identify future opportunities to serve the member's financial needs and follows up at the appropriate time to deepen member relationship. Provide applicants timely feedback of decisions and quickly resolves stipulations and fulfills the requests.
• Deliver exceptional member service by ensuring timely response to member and visitor requests via the Credit Union's omni channel environment. Assist with initiating and completing new memberships, account maintenance, and consumer loans via Video Banking channel. Educate members about self-banking options including Online Banking, Mobile Banking, e-Statements, ATMs, and Remote Deposit Capture as appropriate and encourages member adoption.
• Approaches these activities with a consultative needs-based approach to identify and fulfill the best current solutions for the member. Provide timely information and quickly resolves and fulfills the requests. Monitors call queues to provide exceptional service to members. Meet or exceed all member service and quality assurance standards.
• Maintain thorough and current knowledge of the credit union's lending and deposit account promotions, approval and fulfillment criteria, guidelines, procedures, and policies to provide members with accurate information. Participate in continual development of the Virtual Services Department processes and procedures. Participate in department meetings. Complete all assigned compliance training within required timeframe. Meet or exceed all member service and quality assurance standards.
• Work with Virtual Services Processor to prepare approved loans for closing via DocuSign or signature pad technology ensuring a smooth end to end process. May coordinate with branch employees as needed to complete processes in branch. May coordinate with other areas as needed to complete processes.
• Perform other related duties as assigned up to and including MSR and processor functions via phone and/or email as needed.

Experience: Three years to five years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts
become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas
or services to others.

Other Skills:

• Excellent customer service skills
• Able to perform job functions in a virtual environment
• Ability to interact with all levels of management, employees, peers, and members
• Strong verbal and written skills
• Knowledge of basic mathematics
• Ability to prioritize and organize job tasks.
• Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output.
• Ability to carry out detailed written and oral instructions.

Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment and employees service visitors and members via omni channel resources including video, internet, phone, chat, and mail services.

Insight Credit Union is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Salary : $23