Job Description

POSITION DESCRIPTION

Title: Virtual Branch Services Representative

Reports to: Virtual Branch Manager

Supervises: None

FLSA Status: Non-Exempt

Objective:

The Virtual Branch Services Representative will provide sales and service support for Member-based business. In doing so, the Associate will provide superior service on a compliant basis for all inbound/outbound Member activity that results from Member calls, e-mail and Internet activity.

Duties and Responsibilities:

• Professionally service Member activity associated with loan and deposit services:

1. Provide accurate information for all products and services, as well as the status of all Member accounts;
2. Open new membership and deposit accounts;
3. Assume primary ownership over all Member issues by accurately documenting, researching and resolving or escalating Member issues associated with any product or service;
4. Cross-sell alternative or additional services where they best fit the Member’s needs;
5. Provide basic financial services advice to Members that promotes their financial well-being.

• Provide a superior level of support for all MSRs and lending staff:

1. Assist in the development of competitive and/or Member information that will support sales initiatives;
2. Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service;
3. Assist other MSRs and lending staff based on work requirements.

• Meet or exceed all service and productivity goals established for this position.

• Maintain an up to date status of all sales support and processing activity with routine reporting to management.

• Perform other duties as required by Credit Union management.

• Develop an understanding of Credit Union history, philosophy, organization, policies and operational procedures.

• On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs.

• Must be able to relate to other people beyond giving and receiving instructions: (a) can get along with coworkers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others; and (c) respond appropriately to criticism from a supervisor.

Required Qualifications:

High school diploma or equivalent education and experience

Prior experience in a customer service role

Strong organizational skills and attention to detail

Must value a high degree of accuracy and speed

Professional demeanor

Effective communication skills

Desired Qualification:

Prior experience in a financial/banking institution

Physical Activities and Requirements of This Position:

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.