Financial Service Representative (Virtual) (Merrillville)

Location: NWI location to be determined

Salary Classification: Hourly, Non-Exempt

Position Summary

The Financial Services Representative (Virtual) is responsible for building member relationships by providing a wide range of financial products and services. This role will intake all virtual consumer loan applications and assist the Financial Services Officers with mortgages. This role may assist members with their membership including service, resolving inquiries, and general transactions. This role requires exceptional interpersonal skills and a commitment to high-quality service.

Key Responsibilities

· Provide prompt, courteous, and efficient service to members by phone or electronically.

· Verify member identity using established authentication procedures.

· Assist members with all lending and service requests. Assist with all aspects of consumer lending including loan applications, processing, and closing.

· Knowledgeable on lending products and process

· Obtain and maintain a book of business in efforts for growing and retaining membership.

· Assist members with new account openings 

· A ssist in virtual service requests, transactions, and other financial products.

· Educate members on credit union products, services, and digital banking options.

· Identify member needs and cross-sell appropriate financial solutions and meet all production expectations.

· Resolve member concerns and escalate issues as necessary.

· Maintain accurate records and ensure compliance with credit union policies and regulations.

· Follow all branch procedures and policies accordingly.

Qualifications:

Required:

· High school diploma or equivalent required; Associate degree in business or finance preferred.

· 1-2 years of experience in customer service, preferably in a financial institution.

· Strong communication and problem-solving skills.

· Ability to work independently and in a team-oriented environment.

· Proficient in Microsoft Office and core banking systems.

· Experience working in a credit union or similar regulated financial institution

· Knowledge of NCUA regulatory reporting requirements

· Experience with accounting system implementation or upgrades (e.g., Fiserv, Jack Henry, QuickBooks Enterprise)

· Other responsibilities as needed

Additional Expectations

· Standard office environment with periodic extended hours during month-end and year-end reporting

· Ability to sit for extended periods and perform tasks using a computer

· Occasional travel may be required for training or audits

· Flexibility to work in different branches 

We are an equal opportunity employer