Universal Virtual Banker

About the position

People First FCU is looking for a high-energy, customer (member) focused individual to join our team. The Universal Virtual Banker greets and assists new and existing members with information about their membership, shares, loans, and credit union services as requested by the members through various virtual channels, primarily using Interactive Teller Machines (ITM’s), and Video Banking. Consistently provides an atmosphere of exceptional member service. Actively listens to, troubleshoots, resolves, or escalates member issues to the appropriate department and completes banking transactions and cross-selling products, services, and special promotions. Assists in the contact center, as needed.

Responsibilities

• Delivers an exceptional member experience by actively listening to our member’s needs through various communication channels.
• Maintains current knowledge of all credit union services, policies, and promotions.
• Receives and processes member financial transactions, including deposits, withdrawals, and loan payments; transfers amounts from member accounts as directed.
• Provides information to members on all People First Federal Credit Union accounts, products, services, and payments.
• Cross-sells credit union services.
• Analyze and process loan applications. Obtain necessary documentation for each loan type and submit completed loan requests to loan officers for approval.
• Accurately balance transactions on multiple platforms daily while making the member interaction seamless.
• Assists in the contact center, as needed.
• Other related duties as assigned.

Requirements

• At least 1 year of Call Center experience and one of the following is required: Sales or banking experience.
• Ability to troubleshoot and guide members on how to use the ITMs and other communication software.
• First-level conflict resolution and relationship-building skills.
• Good listening and communication skills.
• Able to learn and adapt to new technology and processes.

Nice-to-haves

• Experience with Lending, Opening Accounts, IRAs, or CDs.

Benefits

• Excellent medical, dental, and vision plans
• Health reimbursement account
• Flexible Spending and Dependent Care Accounts
• Group Term Life Insurance
• Short-Term and Long-Term Disability
• Paid time off
• 401k Plan with company match