Video Service Representative

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Title: Video Service Representative

Reports to: Digital Service Manager

Supervises: None

Status: Non-Exempt

Objective

The Video Service Representative provides service and support to Members and other Virtual Branch Associates. In doing so, the Associate provides superior service on a compliant basis for all inbound/outbound Member activity that results from Video interactions, Member calls, email, and internet activity. The Video Service Representative will proactively recommend and refer new and alternative financial services to Members that best fit their financial needs.

Duties and Responsibilities

• Professionally services Member activity associated with Expert Nearby Video Platform, existing loan and deposit services:
  • Provides accurate information for all products and services, as well as the status of all Member accounts
  • Assumes primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
  • Cross-sells alternative or additional services where they best fit the Member's needs
  • Provides basic financial services advice to Members that promotes their financial well-being
  • Holds discussion with members on loan products and loan servicing including: interest, statements, recasting payments, insurance
  • Actively uses Symitar, Banno, OrbiPay, Network Manager, and other KEMBA systems to assist membership
  • Supports the card dispute intake process, STAR, and overall dispute life cycle
  • Opens new share accounts to increase member penetration
• Manages workload independently and adapts to business needs; self-motivates to achieve success
• Engages with members on sensitive issues through Video, email, Conversations, KEMBA.org live chat, and other means of communication
• Provides a superior level of support for all in branch and lending staff:
  • Assists and acts as liaison for branch and lending staff as needed to ensure timely and quality Member service
• Meets or exceeds all service and productivity goals established for this position
• Performs all duties in alignment with CARE standards
  • Demonstrates patience, empathy, and understanding when dealing with frustrated parties
• Performs all duties in a manner that is fully compliant with industry applicable regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs.
• Relates to other people beyond giving and receiving instructions:
  • Gets along with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, persuading, or speaking with others
  • Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• Tier II Support call skilling or equivalent knowledge
• 2 Years experience in Virtual Branch or equivalent call center experience
• Demonstrates mastery in knowledge areas associated with Virtual Branch Service
• Strong organizational skills and attention to detail
• Values a high degree of accuracy and speed
• Professional demeanor and ability to be “On Stage” for extended periods maintaining a positive attitude
• Professional demeanor and ability to maintain a positive attitude for extended periods
• Exceptional verbal and written communication skills
• Adapts to quick changes in pace or workload

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.