Virtual Branch Member Service Advisor

Virtual Branch Member Service Advisor

The Virtual Branch Member Service Advisor is responsible for providing exceptional member service and building lasting relationships through remote channels. This role encompasses a wide range of banking services, including deposit and loan account openings, needs-based financial consultations, and adherence to all regulatory and credit union policies. The ideal candidate will be a highly motivated, tech-savvy individual with a strong commitment to member satisfaction and a passion for helping members achieve their financial goals.

Reports to: Virtual Branch Manager

Supervisory or Managerial Responsibility: None

Contacts: Credit union members, other credit union departments, credit union officials and appropriate external financial service providers

Minimum Qualifications

Education: High school graduate or equivalent work experience is preferred

Work Experience: Two years of sales and three years of customer service experience and/or demonstrating in current Bellco role the ability to consistently meet and exceed sales and service goals. Lending experience preferred.

Special Training, Certification or Licensure: None

Work Environment and Conditions: Position may necessitate changes in location or working from home during weather events/or by need. May require changes in hours to meet business needs

Essential Responsibilities:

• Demonstrates Bellco's Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
• Identify cross-sell opportunities by conducting thorough financial assessments to understand member financial goals and recommend appropriate solutions.
• Analyze credit bureau reports and/or member profiles to accurately identify member financial needs and sales opportunities.
• Assists members via inbound phone calls from members with inquiries about lending solutions and borrowing needs. Products include Home Equity loans, auto loans and other consumer loans.
• Understands and communicates key features and benefits of all Bellco products and services to members and deepens member relationships by matching products to meet members' needs and referring members to the appropriate team member/partner if necessary.
• Handles online new account decisioning determining potential risk for monetary loss/fraudulent activity and onboarding new members by deepening member relationships by cross-selling products and services.
• Accesses and navigates devices and systems including TELLERphone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
• Opens and maintains personal, estate and business accounts for potential and existing members following the established account opening procedures.
• Completes IRA, HSA and Coverdell account openings, maintenance and transactions.
• Precisely and confidently processes international and domestic wire transfers for members following established guidelines and within the prescribed wire limits.
• Maintains thorough knowledge of lending process, Security and Fraud procedures, and functions of all automated equipment. Knowledge of credit union operating procedures in order to provide necessary support as needed.
• Maintain a thorough understanding of all applicable banking regulations, including BSA/AML, KYM, and privacy laws.
• Performs other related duties as assigned by management.

Skills:

Ability to interact with others in a positive manner both in person, by email and by phone using strong, oral and written, communication skills, Ability to accurately and efficiently enter data and update member financial records, Ability and willingness to identify needs and sell appropriate products and services, Bilingual (Spanish) strongly preferred.

Core Responsibilities:

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adheres to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values:

BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and "tough love." It's about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what's possible.

APPRECIATE THE MEMBER: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors:

Accept mutual accountability when things go wrong

Acknowledge others' efforts and thank them

Avoid jumping to conclusions

Be honest, direct, and civil with no hidden agendas

Communicate with others face to face whenever possible

Empathize with others by putting yourself in their shoes

Establish and build relationships into trusted partnerships

Forget the past and avoid holding grudges

Hear individuals out by actively listening to them

Protect and build up each other's self-esteem

Recognize and reinforce others' positive actions

Respect each other's priorities and personal space

Bellco Credit Union provides a comprehensive benefits package to all regular, full time and part time employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays. In addition to base compensation, Bellco Credit Union offers bonuses for the following roles: Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. Exempt branch roles may earn quarterly bonuses for production and team goals. Exempt non-branch management roles may be eligible for an annual managerial bonus. Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.