Virtual Services Representative

Summary/Objective

The Virtual Services Representative is responsible for assisting members and potential members with their Credit Union needs via the centralized Virtual Services Center in a courteous, professional, and timely manner.

Essential Job Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Assist members and potential members with opening and closing all available deposit accounts. Provide accurate information on membership eligibility, products, and services. Assist members in determining the account types and account structure that will meet their specific needs. Resolve member problems within authority and refer problems beyond authority to supervisor.
2. Assist members with the loan process from start to finish and recommend loan alternatives when necessary. Use high level interview techniques and skills. Analyze member's financial situation and offer suggestions and/or advice as needed. Has thorough knowledge of the credit union lending policy, credit granting criteria, interest rates and rate discounts.
3. Cross-sell products and services to members as a solution to member needs. Support and utilize sales culture techniques by identifying opportunities. Maintain accurate records and tracking of cross-sell activity as required. 
4. Maintain appropriate records and prepare required reports for deposit accounts and loans, including disclosures and other compliance related requirements.
5. Assist with offering and implementing other various products and services offered by the credit union to the membership. Assist with procedure and policy development as needed. Act as liaison between members and various organizations and departments.
6. Maintain an up-to-date knowledge on all credit union products and services and on all related policies and procedures and rules and regulations. Prepare welcome packages for new credit union members.
7. Know acceptable forms of income verification and calculate personal income; including self-employed individuals and income based on individual tax returns with an awareness of possible fraud and/or forgery.
8. Assist members with financial transaction requests with adherence to operational standards and guidelines for acceptance of negotiable items.

Skills & Abilities

1. Job requires a professional demeanor as demonstrated by the ability to be a positive example in company goals and mission, contribute to a positive and productive work environment, and maintain necessary confidentiality.
2. Have knowledge of the fundamentals of the financial industry, including the basic processes of other credit union departments and branches.
3. Professional, well-developed interpersonal and communication skills and “tech savvy”.  Must be proficient with technology of various types including but not limited to laptops, tablets, and web-cameras.
4. Working knowledge of lending analysis techniques.
5. Must have an in-depth knowledge of credit union operations, policies, and procedures.
6. Understand negotiable instruments and the various clearing processes.
7. Maintain a thorough knowledge of and follow all operations and lending policies, procedures, and compliance regulations.

Required Education and Experience

• High School diploma or GED 
• 1-3 years of lending experience
• CMC Flex experience a plus