What are the responsibilities and job description for the Virtual Services Representative - Winter Springs Operations Center position at Insight Credit Union?
**VETERANS PREFERENCE**
A Virtual
Services Representative
will assist existing and potential members with establishing new memberships and shares, accepting and processing consumer loan applications to completion, assessing member needs through using consultative and needs based discussions to recommend, fulfill and referral to Insight partners additional Insight Credit Union solutions. Meet or exceed member expectations and personal production goals. Inbound and outbound interactions with members and potential members will occur through multiple channels including telephone, video, chat, web-based software, email, and future digital channels. Will be engaging, energetic, and personable to complete processes quickly while building a trusted financial advisor relationship with the members. May provide backup assistance to the Processing Department as requested.
Responsibilities And Qualifications
Education:A high school education or GED.
Interpersonal Skills:Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influ nce and/or sell ideas or services to others.
Other Skills
Customer service skills
Able to perform job functions in a virtual environment while handling multiple channels and shifts between them without disruption.
Ability to interact with all levels of management, employees, peers, and members
Verbal and written skills
Knowledge of basic mathematics
Ability to prioritize and organize job tasks.
Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output.
Ability to carry out detailed written and oral instructions.
Physical Requirements:While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however, some filing are required. This would require the ability to lift files, open filing cabinets and bending as necessary.
Work Environment: Thisjob operates in a professional office environment. This role routinely uses standard office equipment and employees service visitors and members via omni channel resources including video, internet, phone, chat, and mail services.
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A Virtual
Services Representative
will assist existing and potential members with establishing new memberships and shares, accepting and processing consumer loan applications to completion, assessing member needs through using consultative and needs based discussions to recommend, fulfill and referral to Insight partners additional Insight Credit Union solutions. Meet or exceed member expectations and personal production goals. Inbound and outbound interactions with members and potential members will occur through multiple channels including telephone, video, chat, web-based software, email, and future digital channels. Will be engaging, energetic, and personable to complete processes quickly while building a trusted financial advisor relationship with the members. May provide backup assistance to the Processing Department as requested.
Responsibilities And Qualifications
- Delivers customer service by ensuring timely response to member and visitor requests via the company's omni channel environment. Assists with initiating and completing new memberships, account maintenance, and consumer loans. Educates members about self-banking options including Online Banking, Mobile Banking, e-Statements, ATMs, and Remote Deposit Capture as appropriate and encourages member adoption. Delivers first-contact resolution by using a consultative needs-based approach to identify and fulfill the best current solutions for the member with no unnecessary transfers or delays. Proactively build relationships and offer solutions. Monitors call queues to provide exceptional service to members. Meet or exceed all member service and quality assurance standards
- Consistently produces a high volume of sales production through referring, closing, and funding of loan products and services. Seeks to find opportunities to improve the member's financial lives by offering loan products that will benefit the member. Consistently meets or exceeds credit union monthly, quarterly, and annual loan production goals. Will be expected to refer and sell debt protection, extended warranty coverage and Guaranteed Asset Protection on loan products to protect the member and the credit union. Refers investment opportunities and mortgage loans to appropriate Insight departments and business partners. Identify future opportunities to serve the member's financial needs and follows up at the appropriate time to deepen member relationship. Provides applicants timely feedback of decisions and quickly resolves stipulations and fulfills the requests.
- Maintains thorough and current knowledge of the credit union's lending and deposit account promotions, approval and fulfillment criteria, guidelines, procedures, and policies to provide members with accurate information. Participates in continual development of the Virtual Services Department processes and procedures. Participates in department meetings. Completes all assigned compliance training within required timeframe. Meet or exceed all member service and quality assurance standards.
- Work with Virtual Services Processor to prepare approved loans for closing via DocuSign or signature pad technology ensuring a smooth end to end process. May coordinate with branch employees as needed to complete processes in branch. May coordinate with other areas as needed to complete processes.
- Perform other related duties as assigned to ensure fast, accurate, and member-first service is being provided.
Education:A high school education or GED.
Interpersonal Skills:Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influ nce and/or sell ideas or services to others.
Other Skills
Customer service skills
Able to perform job functions in a virtual environment while handling multiple channels and shifts between them without disruption.
Ability to interact with all levels of management, employees, peers, and members
Verbal and written skills
Knowledge of basic mathematics
Ability to prioritize and organize job tasks.
Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output.
Ability to carry out detailed written and oral instructions.
Physical Requirements:While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however, some filing are required. This would require the ability to lift files, open filing cabinets and bending as necessary.
Work Environment: Thisjob operates in a professional office environment. This role routinely uses standard office equipment and employees service visitors and members via omni channel resources including video, internet, phone, chat, and mail services.
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