Virtual Financial Service Representative

Our goal is to be an Employer of Choice, and it takes all of us to achieve this. That’s why all Commonwealth Credit Union Team Members are expected to live our Team 1 culture in all facets of their position. Our team is committed to ‘bettering lives through our passion to serve’ and this includes everyone - from our team members to the people in the communities we serve. We do this best when we appreciate each other for our differences, foster connections, and ensure an inclusive environment where everyone can thrive and be successful.

The Virtual Financial Service Representatives handle inbound and outbound communications, including web messaging and video interactions, providing informed responses and additional assistance as needed.

They accurately perform financial transactions, maintain high standards for quality assurance, and provide exceptional member service through effective communication and follow up.

They open and close memberships, process loan applications, and ensure compliance with credit union policies and procedures. They assist with certificate portfolios, reporting requirements, and regulatory compliance, while supporting team members in document preparation. They represent Commonwealth Credit Union professionally and strive to provide an exceptional member experience, exceeding department expectations.

The duties and responsibilities of a Virtual FSR include, but are not limited to:

• Consistently meeting or exceeding quality assurance standards established by the credit union for handling inbound and outbound communications.
• Actively ensuring consistent availability for incoming calls and messages by planning ahead and minimizing unscheduled time away from workstation.
• Demonstrating strong commitment to achieving sales and service goals. Actively engaging in sales development activities while staying informed on consumer credit trends.
• Maintaining all required licensure for offering credit union products and services.
• Opening new memberships, checking accounts, and related products efficiently.
• Applying active listening and critical thinking to review credit reports, identify member needs, and recommend personalized solutions aligned with member goals.
• Consistently meeting individual performance metrics and contributing to surpassing departmental objectives.
• Demonstrating the ability to communicate clearly, accurately, and professionally with members, colleagues, and internal departments.
• Demonstrating accuracy and efficiency by thoroughly completing member requests while upholding high quality standards and minimizing errors.

Other requirements:

• Must be able to work on Saturdays
• Must be service oriented and enjoy working with the public
• Must work effectively under stress and be able to meet tight deadlines