Virtual Branch Service Representative (Call Center)

Job Description

Job Description

Title: Virtual Branch Services Representative

Reports to: Virtual Branch Services Supervisor or Manager

Supervises: None

Status: Non-Exempt

Objective

The Virtual Branch Services Representative will provide sales and service support for Member-based business. In doing so, the Associate will provide superior service on a compliant basis for all inbound/outbound Member activity that results from Member calls, e-mail, and Internet activity.

Duties and Responsibilities

• Professionally service Member activity associated with loan and deposit services:
  • Provide accurate information for all products and services, as well as the status of all Member accounts
  • Open new membership and deposit accounts
  • Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
  • Cross-sell alternative or additional services where they best fit the Member’s needs
  • Provide basic financial services advice to Members that promotes their financial well-being
• Provide a superior level of support for all MSRs and lending staff:
  • Assist in the development of competitive and/or Member information that will support sales initiatives
  • Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service
  • Assist other MSRs and lending staff based on work requirements
• Meet or exceed all service and productivity goals established for this position
• Maintain an up to date status of all sales support and processing activity with routine reporting to management
• Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
• Must be able to relate to other people beyond giving and receiving instructions:
  • Can get along with coworkers or peers without exhibiting behavioral extremes
  • Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Respond appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• Prior experience in a customer service role
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy and speed
• Professional demeanor and ability to be “On Stage” for extended periods maintaining a positive attitude
• Effective verbal and written communication skills
• Must be able to easily adapt to quick changes in pace or workload

Desired Qualification

• Prior experience in a financial/banking institution

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

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