Virtual Member Advocate

Virtual Member Advocate

At OnPath Credit Union, we share a passion for delivering exceptional service. Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success. If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you! Voted twelve years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer competitive compensation and an impressive benefits package including medical, dental, life insurance, and 401(k) plan. We also provide paid vacation, wellness, sick time, and more!

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are. We are looking for a Virtual Member Advocate to join our team! The salary range for this position is $18.25 to $22.81 per hour based on skills and experience. This position is classified as on-site.

Scope: As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments provide cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are empathetic to the vast situations and needs of our members and to each other. We are passionate about the financial growth and success of our members. We are innovative in our ideas and goals to remain at the top of our class in financial services. Our integrity is not an option. We require our employees to be honest and have strong moral principles. We are committed to our promise to be the best financial advocates for our members and the communities we serve.

Role: Responsible for delivering exceptional member service through multiple service channels, including phone, Interactive Teller Machines (ITMs), online chat, and digital account opening. Assists members with account inquiries, transactions, problem resolution, and financial service needs in a prompt, accurate, and courteous manner. Opens new consumer accounts, identifies opportunities to deepen member relationships through product recommendations, and supports all functions within the Contact Center while providing a seamless member experience.

Major Duties and Responsibilities:

• Respond to member inquiries received by telephone, online chat, and ITM in a professional, friendly, and efficient manner.
• Assist members by answering questions, researching account issues, resolving problems, and following through to ensure complete resolution.
• Open new consumer deposit accounts and process related documentation in accordance with Credit Union policies, procedures, and regulatory requirements.
• Process member transactions, account maintenance, file updates, and other servicing requests accurately and efficiently.
• Provide ITM support by completing transactions, assisting members with service requests, and delivering a personalized virtual banking experience.
• Monitor and respond to online chat inquiries, providing timely, accurate, and professional service while maintaining quality response standards.
• Actively identify member needs and recommend appropriate Credit Union products and services, including deposit accounts, lending products, digital banking services, and other financial solutions.
• Educate members on Credit Union products, services, digital tools, account options, rates, and available self-service resources.
• Maintain the confidentiality and security of member information in accordance with Credit Union policies and applicable regulations.
• Complete all required documentation, reports, and records accurately and within established service standards.
• Maintain a thorough knowledge of Credit Union products, services, policies, procedures, and applicable regulations.
• Support Contact Center initiatives, marketing campaigns, and departmental performance goals.
• Work collaboratively with teammates and other departments to ensure a positive member experience and efficient resolution of member requests.
• Demonstrate professionalism, dependability, and accountability while maintaining quality service standards, attendance expectations, and compliance with the Credit Union's appearance and conduct policies.
• Perform other duties as assigned.

Experience: Six months to two years of similar or related experience in a financial institution, contact center, retail banking, or customer service environment.

Education/Certifications/Licenses: High school diploma or GED required.

Interpersonal Skills: Excellent interpersonal, communication, and relationship-building skills are essential. Must demonstrate courtesy, tact, professionalism, and sound judgment while interacting with members and coworkers. Ability to communicate effectively through phone, chat, video/ITM, and written correspondence.

Other Skills: Strong computer proficiency with the ability to quickly learn new software and systems. Ability to manage multiple communication channels simultaneously while maintaining accuracy and service quality. Excellent verbal and written communication skills. Strong problem-solving, organizational, and time management skills. Ability to work independently with minimal supervision while contributing to a collaborative team environment. Ability to perform basic mathematical calculations, including addition, subtraction, multiplication, division, and percentages. Ability to identify sales opportunities and confidently recommend products and services that meet member needs.

ADA Requirements: Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds. Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Disclaimers: Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. OnPath FCU is an EOE/M/F/Disability/Veteran.