Virtual Account Services Representative

• Provides daily support by assisting members via direct contact channels to include: inbound/outbound text, Video Banking, secure messaging and email with professionalism and urgency. 
• Creates, maintains and enhances account holder relationships, ensuring an exceptional experience via Video Banking technology.
• Assist with daily verification of new online enrollments for fraud prevention purposes.
• Maintains in-depth knowledge of Credit Union products, services, policies and applicable regulations.
• Effectively interview account holders and potential account holders independently. Asks questions and listens carefully to determine the appropriate SFCU products and services to offer. Presents products and services in a positive, professional and knowledgeable manner, so inquiring individuals can make an informed decision.
• Opens new share and share draft accounts. Verifies personal identification to prevent fraudulent activity. Provides regulatory disclosure information on new and other specific types of accounts. Orders or prints plastics such as Debit and Credit Cards. 
• Identifies needs, develops financial relationships, and consistently provides account holders with opportunities for appropriate loan and deposit products and services.
• Refers all loan inquiries to the centralized lending department while the member is present virtually. This will be via transferring the member to the centralized department via Video Banking technology.
• Effectively cross-sells account, consumer loan and mortgage loan products.
• Supports the credit union’s mission, vision, strategic goals, quality initiatives and service standards.
• Supports SFCU’s mission to become the primary financial institution of our account holders by providing services in an expeditious and courteous manner. Understands that educating our account holders and informing them of the products and services we have to offer is the highest level of service we can provide and the key to accomplishing out mission and goals. Strives to meet individual goals by effectively cross selling products and services.
• Resolves account holder problems independently and escalates more complex problems or situations to management.  Also ensures that the escalation is entered in to the Contact Management with detailed information of the account holder’s issue and the best way to contact the account hold when a resolution is found.

• Fluency in English required. 
• Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation. 
• Effective communication skills with the ability to multi-task while maintaining attention to detail and operating several computer programs to ensure transaction integrity.
• Must be familiar with the internet, mobile apps, and navigating software platforms. 
• Knowledge of, or the ability to quickly learn banking software applications.
• Working knowledge of SFCU’s products, services, policies and procedures.
• Understanding of federal laws and regulations that govern financial institutions.
• Basic understanding of computer applications and software
• Must possess strong basic math skills, accuracy and attention to detail

• High School Graduate or Equivalent (GED).
• At least 12 months of credit union/banking or call center experience (preferably in a customer service capacity)
• Strong computer skills and the ability to utilize multiple computer applications simultaneously 

• U.S. Citizenship
• Successfully passing a drug test for illegal drugs
• Successfully passing a background investigation

• 401K, With employee match.
• Medical, Dental,  Vision, Life, STD, LTD insurances
• Paid Holidays
• Employee Education Assistance Program (Tuition Reimbursement). Contract required with Terms and Conditions.
• 16 Days of PTO (Paid time off) that begins accruing day one. (usable after 90 days)
• Employee Assistance Program (EAP)