Virtual Member Engagement Specialist

Description

Role

Virtual Member Engagement Specialist is responsible for meeting the financial needs members and potential members through the sale of deposit, loan, and convenience products and services. They possess a working knowledge of all Credit Union products and services and answer member and potential member questions about them. They are to conduct themselves in a professional manner when greeting members or potential members and ensure that their needs are met through professional, personable service. They actively cross sell credit union products and services as appropriate to support organizational and branch goals.

Major Duties and Responsibilities

Essential Duties and Responsibilities:

• Communicates appropriately with members through ITM, chat, secure message and postal mail.

• Maintains a dependable record of attendance and timeliness.

• Maintains a professional work environment and businesslike appearance

• Identifies member needs to determine the deposit products, convenience services, and sales opportunities for loans that benefit members • Assists members with opening new accounts and closing or modifying existing accounts

• Troubleshoots and resolves member and internal inquiries in a timely, friendly and accurate manner.

• Answers member and potential member questions about Credit Union products and services.

• Possesses a working knowledge of all Credit Union products and services

• Meets assigned statistic requirements including

• Completes member financial transactions, including withdrawals, transfers, wires and loan payments. May conduct non-cash transactions and balances transactions daily, reporting any discrepancies to Supervisor

• Complies with all Credit Union policies and procedures in addition to applicable state and federal laws and regulations

• Performs research and investigates queries regularly

• Ability to multitask in a fast-paced environment

• Performs other related duties as needed or assigned

Chat

• Average of 80% Positive notations on post chat surveys

• No Offline surveys to be received during your scheduled shift

• Up to 4 chats at a time

• Adhere to chat monitoring form guidelines

Secure Messaging

• All messages are resolved within a 2-business daytime frame.

• All pertinent documentation sent with accuracy and completed within 1 business day when returned

• Adhere to secure message monitoring form

Online Account Opening

• Review online applications for accuracy

• Successfully be able to approve or deny applications

• Contact with members within 48 hours

• Contact with members within 48 hours

• Provide friendly greeting • Provide payment amount and due date

• Verify contact information

• 40% success in product growth/cross selling IE: Online services Recurring loan payments Direct Deposit Checking accounts Visa balance transfers Auto loan refinance Mortgages refinances

• Provide detailed information of the call within members account under notations

• Log calls in excel sheet including, account number, member name and weather contact was completed or a message left

• Calls to be attempted 3 times prior to mailing out documentation.

Qualifications

Knowledge and Skills

Experience

Six months to two years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

High School Diploma/GED High School Diploma/GED

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills

Must complete and demonstrate mastery of Maximizing Member Relationships Must be efficient and accurate with calculator and computer. Basic reading, writing, arithmetic, clerical, communication, and sales skills are required.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Salary : $20 - $30