GENERAL SUMMARY:

Under general supervision of the Mgr. Asst Retail Services (Virtual) the Personal Financial Advocate IV (Virtual) will perform duties related to member services and sales production via virtual appointment setting and Video Teller Machine (VTM). This individual will act as a financial advocate to members determining member’s loan and deposit needs and deepening existing member relationships; and perform related work as assigned, via virtual appointment and VTM. This position will also act as a backup to the OMNI Specialist team, reviewing new membership applications that come in via the OMNI channel, complete standard teller transactions, open new memberships, fund loans, process Trust account and POA requests accurately and provide information on all products and services to members in a timely, courteous, and efficient manner.

NATURE AND SCOPE OF POSITION:

This position may be assigned to work remotely or be based in the back office of a Member Service Centers. This role works within established guidelines to perform sales and service activities and routine teller transactions via virtual appointment and VTM. To be successful, this role is well experienced in sales, business development, Member Service policy and procedures, partner referrals, and basic financial analysis. Responsibilities include virtual contact with credit union members and staff regarding inquiries, product offerings and member referrals.  This position also requires good knowledge of cash handling, balancing standards, referrals and sales of products and services, knowledge of online banking, bill pay, mobile banking, coupled with strong troubleshooting skills.

SUPERVISORY RESPONSIBILITIES:

This role has no direct supervisory responsibilities but may be expected to take the lead on assigned projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

•    Responds to new member inquiries via virtual appointment and VTM, facilitating the opening of accounts and recommends related Credit Union products and services based on an in-depth-financial needs analysis.

•    Manages and expands new/existing members relationship via virtual appointment and VTM; proactively uncover additional financial needs through referrals and outbound teleconsulting. 

•    Proactively seeks, develops, and maintains new business resulting in memberships, shares, consumer loans, partner referrals, through outbound calling, teller transactions, internal referrals, interviews with new and existing members via virtual appointment and VTM.

•    Continuously looking for ways to acquire new membership by making service calls to existing members and calling on call lists.  Records daily quality conversations and future needs on the members’ profile. Follows through with outbound calls within a timely manner.

•    Inputs new membership accounts accurately and efficiently using established Credit Union policies and procedures.

•    Supports corporate product campaigns at the Virtual MSC. Ensures Virtual Member Service Center goals are met, anticipates obstacles, and strategy methods to optimize results.

•    Assists in the development of best practices and sales strategies by participating in Job Family Meetings, conference calls, and other branch meetings. 

•    Processes, loads, and funds consumer loans, gathers supporting documents via virtual appointment and VTM, and reviews all documents for completeness. 

•    Develops and maintains relationships with Wealth Management partners, Kinecta Financial Insurance Services, and Mortgage Loan Consultant partners to maximize referral opportunities and achieve sales and service standards. Advises members on products and services via virtual appointment and VTM, that meet their specific needs. 

•    Processes member transactions via virtual appointment and VTM e.g., receiving and disbursing funds, posting deposits, loan payments, withdrawals, cash advances, and processing mail transactions efficiently and accurately.

•    Balances daily work at the end of each workday, according to Credit Union balancing requirements.

•    Places appropriate holds on accounts.

•    Provides members with proper disclosures for shares and consumer loans via virtual appointment and VTM.

•    Contributes to branch’s achievement of service quality scores, production goals, and individual balancing standards.  

•    Assists with a variety of administrative duties in support of Virtual MSC operations and tracking, e.g., assigned audit tasks, and answers phones.

•    Reviews, analyzes, and finalizes new member applications that come in via the OMNI channel in MeridianLink.

•    Maintains confidentiality of credit union and member records.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Service the Safe Deposit area, vault and night drop as assigned and performs other duties as assigned.

MINIMUM QUALIFICATIONS

Knowledge, Skills, and Abilities:

•    Knowledge of features and benefits of Credit Union products and services in order to solicit, explain, and discuss with members. This information may be acquired through on-the-job and formal training programs.

•    Knowledge of corporate sales training programs and ability to execute on these to fulfill members needs and train members of the sales team. Information relating to specific Credit Union programs may be acquired through on-the-job and formal training programs.

•    Strong organizational and communication skills (written and oral)

•    Basic computer skills needed for accurate data entry of member and loan account information, and to create and revise general correspondence. 

•    Strong interpersonal and customer service skills.

•    Ability to analyze member’s financial needs and provide related information and/or data to demonstrate product and service benefits.

•    Ability to listen, observe and interpret people and situations.

•    Ability to analyze and solve problems.

•    Ability to interact with staff, members and others encountered in the course of work.

•    Ability to learn and apply new information or skills.

•    Ability to perform highly detailed work on multiple, concurrent tasks.

•    Ability to use basic math and apply mathematical reasoning and abstract statistical concepts.

•    Work under intensive and competing deadlines.

•    Ability to guide and coach members how to use online banking, bill pay and mobile banking

•    Ability to troubleshoot basic computer issues

Education, Training and Experience:

Potential candidates for this position must meet the following requirements:

•    Bachelor’s degree in business, Finance, or related field preferred. 

•    Three years’ experience in product sales in a financial institution including two years of experience managing clients’ portfolios.  One year experience in customer service and cash handling; or equivalent combination of education and experience. 

•    Internal Employees: 

o    Successful completion of Kinecta Internal Certification Programs (Level Personal Financial Associate and Personal Financial Advocate).

o    Notary certification is required. 

o    Mortgage and Licensed Branch Employee requirements are applicable based on availability. New employees will be required to obtain these designations within an established time frame from date of hire.

One year of relevant professional-level work experience may be substituted for one year of required education.

WORKING CONDITIONS:

•    The working environment is generally favorable.  Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. 

•    The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs. 

•    The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

PHYSICAL ABILITIES, MENTAL DEMANDS, AND WORK ENVIRONMENT

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

While performing the job duties of this position, the employee is regularly required to sit; talk or hear in person and by telephone; use hands to operate standard office equipment; reach with hands and arms; lift minimum 10 lbs.

The employee is frequently required to walk and stand. Specific vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment as necessary during the workday. The employee works under typical office conditions and noise levels. 

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this