Job Description

The Virtual Member Service Representative is responsible for building relationships and providing high quality service to members by assisting with financial transactions, promoting Everwise Credit Union’s products and services, and maintaining accurate records of transactions through Interactive Teller Machines (ITMs). The incumbent will provide service to members through various virtual platforms, ensuring a high level of member satisfaction and engagement.

Primary Responsibilities & Duties

• Maintain a high level of member service in accordance with Everwise Credit Union’s service expectations.
• Perform and process financial transactions including deposits, withdrawals, loan payments, check cashing, transfers, account inquiries, account maintenance, opening new accounts, or lending activities
• Identify members’ needs and recommend appropriate financial products and services.
• Responsible for maintaining a high level of confidentiality about member account information.
• Responsible for problem solving through research, using open ended questions, and consistent follow-up to ensure member satisfaction.
• Educate members on the use of ITM features, online banking, and other digital platforms.
• Consistently meet or exceed established referral and sales goals, by listening for clues in conversations, asking open-ended questions, assisting with product promotions, or referring the member to the appropriate business partner to address needs.
• Assists in outbound call efforts by reviewing, updating and calling on prospect lists, following up with members and conducting call campaigns regularly.
• Participate in continued education as assigned, in addition to special projects and community events.
• Responsible for understanding and applying credit union policies and procedures such as Check Cashing, Cash Control, and Transaction Approval Limits policies as well as government laws and regulations relating to Reg CC, SAR, CTR, Check handling, BSA, and Anti-Money Laundering (AML).
• Report and troubleshoot ITM technical issues or escalations to management, IT or vendors as needed.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/ Skills

• Excellent interpersonal and communication skills
• Strong problem-solving skills by demonstrating concern and empathy while seeking a solution that is in the best interest of the members and Everwise Credit Union.
• Comfortable working on camera in a professional and personable manner.
• High level understanding of need-based selling.
• Proficient cash handling skills.
• Ability to work in a fast-paced environment.
• Proficient with computer systems and Microsoft Office suite (e.g., Word, Excel, Outlook).

Minimum Requirement

• High school diploma or GED.
• Six months of retail sales, cash handling, or customer service experience.
• Prior experience in a financial institution, call center or related field preferred.
• Variable shifts may include weekday, evening or weekend hours.
• Extended periods of sitting while using a computer and headset.

Base pay: Starting at $19.00/hour.

Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.