Virtual Member Services Representative

Job Description: Position Summary: 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. Welcome to Everwise Credit Union Careers! Everwise Credit Union puts people’s needs first, so no matter your story or your money savvy, we meet you where you are and equip you with the confidence and tools you need to get ahead—wherever you’re going. Originally founded as Teachers Credit Union, helping people understand and manage their financial future has always been central to what we do, even as we’ve expanded our community beyond teachers. Today, we serve more than 300,000 members across nearly 60 locations in the heart of the Midwest. Through personalized resources, services, tools and unparalleled access to innovative technology, we help everyone—teenagers to retirees, business leaders to the under-served—feel more in control of their money and their future. With every interaction, we seek to fulfill our purpose of helping people grow into their dreams. Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.