Virtual Communications Specialist

Responsible for handling a variety of member service calls and virtual member communications in a prompt and courteous manner. Resolves member questions and problems regarding account statements, loans, payments, automatic transfers, interest rates, and certificates. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Virtual Communications Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional completion of Virtual Communications Specialist I functions.
   1. Receives member telephone questions and complaints in a professional manner.
   2. Completes research and resolves documentation errors or discrepancies.
   3. Provides general information to members on Credit Union policies, procedures, and programs.
   4. Provides information to members on accounts, payments, interest rates, wires, loan, and savings programs, etc.
   5. Performs basic maintenance functions and automatic transfers for loan payments.
   6. Receives virtual member communications- email, online messages, voicemails, chats questions and complaints in a professional manner.
   7. Maintains and projects the Credit Union's professional reputation.
2. Assumes responsibility for establishing and maintaining effective coordination and working
   relationships with area personnel and with management.
   1. Participates in weekly Communications Center meeting.
   2. Keeps supervisor and SME (subject matter expert) informed of area activities and significant problems.
   3. Ensures all member questions are resolved in a timely manner.
   4. Completes required tasks and records accurately and promptly.
   5. Attends and participates in meetings as required.
3. Assumes responsibility for related duties as required or assigned.
   1. Assists other departments, as necessary.
   2. Performs related clerical duties as needed.
   3. Assists in verifying accounts, copying checks, and mailing correspondence.
   4. Keeps the work area clean, secure, and well maintained.
   5. Actively and professionally cross sells Credit Union services.

PERFORMANCE MEASUREMENTS

1. Virtual Communications Specialist I functions are efficiently, effectively, and accurately
   performed in accordance with established policies, standards, and security procedures.
2. Good business relations exist with members. Member problems and complaints are promptly and
   professionally addressed and resolved.
3. Accurate and complete information about Credit Union products and services is provided to
   members.
4. Contact Center Key Performance Indicators expectations are met.
5. Required tasks and records are accurate, complete, and timely.
6. The Credit Union's professional reputation is conveyed and maintained.

Benefit Opportunities: 401(k) with employer matching contribution, Dental Insurance, Employee assistance program, Employee loan rate discount, Employee referral program, Health Insurance, Holiday pay, Investment consulting, Long-term disability insurance, Life and AD&D insurance, Paid bereavement leave, Paid parental leave, Paid time off (personal, PTO, sick, vacation), Professional development assistance, Short-term disability insurance, Tuition reimbursement, Vision insurance

Other Compensation Opportunities: Goal-based Organizational Annual Bonus, Position-based Monthly Incentive

Job & Pay Type: Full-time, Non-Exempt

Pay Range: $15.50 - $22.86/hour

Pay Frequency: Bi-weekly

Language Ability: Bilingual Preferred

Salary : $16 - $23