About the job
Join Advancial, a proud recipient of USA TODAY’s Top Workplaces recognition and an eight-time winner of the Best and Brightest Companies to Work For award. Established in 1937, Advancial stands as one of the nation’s oldest credit unions, dedicated to delivering exceptional value to our members through outstanding service, innovative solutions, and quality products.
At Advancial, we foster a vibrant work environment that balances hard work with enjoyment, emphasizing teamwork and collaboration. Our culture thrives on positivity and creativity, ensuring that every day provides an opportunity to make a significant impact.
The Virtual Services Representative plays a crucial role in engaging with members via ITM sessions, chat, email, and video. This position involves executing transactions, addressing inquiries, and supporting daily financial needs, including account openings and loan application processing. The ideal candidate will provide professional, high-quality service while leveraging various virtual banking tools and software.
Key Responsibilities:
• Deliver exceptional service through virtual channels such as chat, email, video, and ITM; efficiently manage incoming inquiries.
• Open and verify new accounts; collaborate with BSA as necessary.
• Handle multiple member interactions while utilizing internal systems and resources effectively.
• Achieve performance targets by identifying member needs and suggesting suitable products.
• Resolve member issues, assist with Contact Center operations, and process standard transactions.
• Maintain comprehensive product knowledge to facilitate cross-selling and referrals.
• Be available during office closures or severe weather; must be prepared for remote or onsite work as needed.
• Utilize CRM systems to manage leads, update member information, and track performance goals.
• Cultivate positive relationships with members, branches, and internal teams.
• Uphold a professional, positive workplace culture and stay proficient with required software.
