Virtual Member Service Representative

Description

This position will have a hybrid schedule and will engage and help members in a virtual setting. Incumbent must have a dependable and stable internet connection of a minimum speed 100mbps. Extended Friday hours(8am-6pm) and half a day Saturday shift(8am-2pm) required few times a month. Associates scheduled to work Saturdays will get a flex day off during the week.

We are looking for more than just an employee, we are looking for a true team member dedicated to enhancing the member experience! Come join the credit union movement and Discover Banking With Heart at NIHFCU!

At NIHFCU, one of our core values is investing in our employees, which is why we offer

perks like these:

• Benefit Package for all Full-time employees includes health, dental, vision, legal, pet care and more.

• Life Insurance benefits and voluntary plans.

• Mental Health Resources- free subscription to CALM app.

• 401(K) and profit sharing.

• Tuition Reimbursement.

• Career Advancement and development.

• Credit Union Membership with discounted services and products

GENERAL SUMMARY

Responsible for: Under general supervision, a broad range of administrative, member service, and service delivery responsibilities in an online virtual experience to include internal and external members. Must possess excellent interpersonal communication skills, an understanding of informational technology, and the ability to represent the credit union in a courteous, professional manner. Responsible for the achievement of the virtual branch and corporate monthly and annual sales goals.

MAJOR DUTIES AND RESPONSIBILITIES

Member Service:

• Consistently adhere to Operational Procedures, Controls, and Services Levels consistent with NIHFCU standards.  
• Provide prompt, efficient and accurate quality member service through the Virtual Branch Channel. 
• Ability to demonstrate quality member service in a high tech virtual environment to include interactions with Members, non-Members, and peers. 
• Possess effective verbal and type written communication skills; effectively prepare Member correspondences through accessing appropriate systems. 
• Maintain a working knowledge of monetary transactions with the ability to accurately process New Member Accounts, IRA Accounts, Certificates, and various NIHFCU products and services.
• May appear on video, audio, and/or type chat engagements.
• Research information and analyze problems effectively. Determines viable options to solve Member issues and choose the best course of action 
• Resolves product or service problems by clarifying the member’s concern/complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Sales, Service and Referrals:

• Meet established Sales, Service, Referral Goals, and other initiatives as assigned. 
• Makes outbound sales and service calls on present and prospective members of NIHFCU. 
• Promote features and benefits of Credit Union’s products and services through virtual interactions to educate existing and potential members.
• Direct all operational aspects of a Sales Culture in a manner that supports profitability goals. 
• Participates in Credit Union events to enhance new and existing business opportunities. 
• Act as liaison between online banking users and NIHFCU Management.
• Follow up and resolve email inquiries and communications from members in a timely manner, 
• Conduct comprehensive consultative sales conversations with existing and prospective members to recommend Credit Union products and services to meet their needs. 
• Knowledgeable in promoting, cross-selling and referring Credit Union products and services with the ability to explain benefits and features.
• Assist the Virtual Branch Manager in leading the Team in achieving their assigned Sales, Service, Referral, Member Satisfaction and other goals/initiatives as assigned. 
• As Assigned, attend/set-up and run marketing event tables at onsite events such as Employee Orientations, Benefits Fairs, etc.

Loan Officer Skills:

• Interview loan applicants, gather and input required information for credit application, explain loan options, rates, and collateral requirements and disburse loans upon approval. Inform Members of loan decision; discuss loan alternatives. 
• Knowledge and ability to explain general lending policies and practices with the use of lending software. 
• Ensure that all loan documents are completed before completing the loan request.
• Recognizing and recommending additional lending needs to further member’s financial goals.  

Virtual Branch Operations:

• Maintains and updates chat bot responses to ensure that information provided to the members through answer bot is accurate and operationally compliant. 
• Participate in testing and implementation of new enhancements and upgrades to the virtual branch software and the online banking platform.

Accountabilities:

• Demonstrate a professional image when representing NIHFCU (grooming, clothing, tone of voice, mannerism, virtual background, etc.). 
• Maintain a dependable record of attendance and timeliness;  Must have a stable and reliable internet connection with a minimum speed of 100mbps.
• Attend required training and take initiative to maintain and develop needed knowledge and skills required to maintain effective performance including Compliance and assigned online training. 
• Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices.
• Cover/Float to other branches and branch departments as determined by Management

Requirements

Floating: May be transferred to other Branches and Branch Administration Departments as assigned by Management. All employees are required to float as assigned and travel to other branches on a regular basis. Not all branch locations are accessible by Metro or Shuttle. In such cases, the Employee assigned, as the first point of contact to covering one such branch should be in a position to cover the branch at short notices within a reasonable timeframe. Reliable transportation to cover branches is solely the responsibly of the employee.

EDUCATION & EXPERIENCE:

• Bachelor's degree preferred. High school diploma or equivalent (GED).
• Minimum 6 months financial institution experience (Teller/MSR) and/or at least two (2) years of outside sales and business development experience with a demonstrated ability to build customer leads and relationships required. Previous customer service experience preferred.
• Minimum six (6) months experience in lending function involving loan processing and origination preferred.
•  Able to dedicate a quiet space for daily work that is free of sound interruptions. 
• Excellent verbal communication skills along with being able to work comfortably in a virtual work environment with video presence required. 

REQUIRED COMPLIANCE COURSES:

Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices, including, but not limited to, the Bank Secrecy Act (BSA).

* Salary range: $20.91/hr -$31.37/hr; FSLA Classification: Non exempt.

*Please note that the pay range listed represents the earning potential for this position and is only a general guideline that may be modified in the future. NIHFCU considers factors such as (but is not limited to) the scope and responsibilities of the position, the candidate’s applicable work and educational experience, the candidate’s certifications if required, and critical skills, as well as market and business considerations, including budgetary constraints and internal equity, when extending an offer.

NIHFCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

Salary : $21 - $31