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Virtual Banker

Wichita, KS | Full Time
2 Days Ago

Job Description

Overview

The Virtual Banker focuses on assisting members with their financial needs via our video Banking platform while providing a consistent approach to service delivery, timely and accurate execution of processes and achieving desired experience goals. This position is based on video-assisted interactions and requires that the associate be comfortable, professional and friendly on camera in all interactions.

Responsibilities

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties will be required and assigned.

  •  Establish new member relationships, opening appropriate consumer and deposit accounts based on financial needs virtually via our Video Banking Service.
  • Retain and build existing member relationships using a consultative approach. Uncover member financial needs and advise members of relevant products and services to meet those specific needs.
  • Provide account servicing and maintenance. Professionally provide first call resolution by assisting members and potential members with requests; answer questions about products and services including loan products; recommend products that will benefit the member.
  • Demonstrating the ability to optimize member contacts by meeting immediate need and uncovering additional opportunities to serve the member.
  • Utilizing "available" time efficiently, consistently maintaining low "work" and "unavailable" percentages while meeting interaction performance standards.
  • Complying with all member verification processes and transaction processing guidelines to mitigate risk and protect the member and the credit union for fraud or loss.
  • Sales and service responsibilities include identifying opportunities to sell credit union products; meeting/exceeding sales, and cross-sell goals; providing prompt, accurate and courteous responses to members; making financial recommendations; processing various complex financial transactions; effectively educating members basic financial literacy components and Meritrust products and services.
  • Processing transactions using Video Banking solution - deposits, transfers, loan payments, opening accounts, loan applications, etc.
  • Responds to internal and external requests via telephone, email, fax or written correspondence relating to products, policies, procedures and credit union services.
  • Ensure required documentation is completed thoroughly and accurately. Should a deficiency be identified later, follow up quickly with member to resolve.
  • Promote benefits of self-service banking (e.g., e-ATMs, on-line banking, mobile banking) to members.
  • Assist members with obtaining consumer loan products by accepting loan applications and partnering with direct lending team to facilitate member funding.
  • Identify qualified referrals and transition member to the appropriate referral partner (e.g., investments, mortgage, small business).
  • Stay abreast of all current and developing products/services offered to members and, when possible, utilize all credit union services in order to assist members effectively.
  • Complete defined on-boarding process to ensure enhanced member experience, perform follow-up activities at defined time intervals set by Retail Management.

Capabilities

  • Accept responsibility and accountability for achieving team goals and completing team tasks.
  • Skillfully question prospective and existing members to determine current and future financial needs.
  • Match products/services of the credit union with the needs of the member.
  • Convert member financial problems into solutions.
  • Move seamlessly from service transactions to product conversations.
  • Demonstrate unwavering integrity, ensuring member commitments are honored.
  • Appreciate and understand diverse needs of broad member base.
  • Serve as passionate member advocate.
  • Communicate information to members and teammates in a clear and concise manner by listening carefully, asking clarifying questions, and adapting style and information for each interaction.

 Skills

  • Customer Service
  • Problem Solving                       
  • Effective Listening
  • Detail Orientation                                  
  • Organizational Skills                 
  • Time Management
  • Team Player/Collaboration                     
  • Consultative Sales                    
  • Adaptable

 

Qualifications

  • Minimum of two years job related experience, proficient knowledge and performance of the job responsibilities and capabilities of Video Banker.
  • Excellent interpersonal and communication skills.
  • Experienced team player in a goal-oriented environment.
  • High school diploma required. Post high school education, or equivalent, preferred.
  • Background in sales, education, and/or finance helpful.
  • Excellent computer skills. High level of comfort with using technology.
  • Financially astute.

Company Overview

  • Website meritrustcu.org
  • Headquarters BEL AIRE, KS
  • Size 200 - 500
  • Founded 1935
  • Type
  • CEO RICK DODDS
  • Revenue $50M - $200M
  • Industry Financial Services
  • About meritrust credit union