Description

Job Title: Virtual Member Representative Department: Virtual Branch

Reports to: Virtual Branch Manager Classification: Non-Exempt

Job Summary:

Responsibilities include providing quality member service and handling all member transactions accurately and efficiently utilizing ITM technology, service calls, chat, and emails in a prompt and courteous manner. Resolves member questions and problems regarding credit union products and services while remaining positive. Educates members on credit union services and supports all functions within the Virtual Branch.

Positions Supervised:

• None

Duties/Responsibilities:

• Assumes responsibility for the effective, accurate and professional completion of Virtual Branch Representative functions and ITM functions.
• Processes member transactions.
• Receives member complaints in a professional manner.
• Completes research and resolves documentation errors or discrepancies.
• Effectively follows & communicates credit union policies, procedures, programs and products.
• Performs maintenance functions and automatic transfers for loan payments.
• Assesses members’ financial needs to identifies and cross sell our products.
• Maintains and projects the credit union's professional reputation.
• Establishes and maintains working relationships with area personnel and management.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends and participates in meetings or training as required.
• Uses proper verification system(s) when accepting negotiable instruments. Detects, resolves, and reports discrepancies promptly.
• Assists other departments as necessary.
• Performs related clerical duties as needed.
• Verifies accounts, copies checks, and mails correspondence.
• Keeps work area clean, secure, and well maintained.

Performance Measurements:

• Virtual Branch Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Negotiable Instruments are processed accurately. Cash is balanced and any discrepancies promptly resolved. A balancing record that meets established service expectations is maintained.
• Accurate and complete information about credit union products and services is provided to members.
• Assumes responsibility for establishing and maintaining effective working relationships with team members and management.
• Required reports and records are accurate, complete, and timely.
• The credit union's professional reputation is conveyed and maintained.

Required Skills/Abilities:

• Excellent communication and public relations skills.
• Ability to work well under pressure.
• Ability to use a personal computer and related software applications including Microsoft Word or Excel.
• Solid math skills and bookkeeping abilities.

Education and Experience:

• High school graduate
• At least two (2) years related experience in a call/contact center.

Physical Requirements:

• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion: Movements frequently and regularly require using the wrists, hands, and/or fingers.
• Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee______________________________________ Date__________________