Financial Account Specialist - Virtual Member Experience Advisor

American Heritage Federal Credit Union; Philadelphia (Philadelphia County); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Health benefits

401(k) with company match

Growth opportunities

Job summary

American Heritage Credit Union is seeking a Virtual (Video) Member Experience Advisor based in Northeast Philadelphia. You will engage members remotely, acting as a financial consultant to provide solutions across deposits, loans, and e-services.

Responsibilities include handling new accounts, loans, and cross-selling while leveraging CRM tools and Better Lobby. Flexible call-center hours apply, with extensive benefits and growth opportunities.

Qualifications

• Three to five years of similar or related experience, including at least one year in a call center of a credit union or financial institution.
• Associate's Degree in Business Administration or the equivalent experience required.
• Must be flexible and available to work Call Center hours: Monday-Friday 7:00 a.m. to 7:00 p.m. and rotating Saturdays 9:00 a.m. to 3:00 p.m.
• FICEP certification (to be completed after hire date).

Responsibilities

• Provide premier service to members, clients, and associates via remote and video-based experiences.
• Serve as SME for deposit/loan products and electronic/mobile offerings (Online/Mobile Teller, Bill Payer, etc.).
• Engage members as financial consultants to address needs and goals.
• Fulfill lead generation requests using CRM and Better Lobby.
• Open accounts and related products; process mortgage applications and cross-sell.
• Process loan applications, review decisions, and prepare documents.
• Assist members with self-service technologies and tools.
• Utilize sales tracking systems to analyze member engagement and educate on low engagement.
• Achieve goals for loans, memberships, and e-services penetration.
• Provide backup to Contact Center advisor roles.

Skills

Call center experience

Financial services knowledge

Education

Associate's Degree in Business Administration

Equivalent experience

Job description

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening available for our new Virtual (Video) Member Experience Advisor Division! This position is based out of our Main office in Northeast Philadelphia!

These advisors will provide a premier level of service to members, clients, and associates of American Heritage Credit Union to enhance the overall member experience. Engage with members/non-members through needs-based/consultative actions via remote and video-based experience.

RESPONSIBILITIES INCLUDE:

• Serve as a subject matter expert as it relates to all American Heritage deposit and loan-based products and services.
• Serve as a subject matter expert as it relates to American Heritage electronic/mobile offerings which includes but is not limited to: Online/Mobile Teller functionality, Bill Payer, Quick Pay, e-Pay, etc.
• Engage members as their financial consultant/advisor using knowledge of the credit union's products/services to provide solutions to their perceived and unperceived needs.
• Fulfill lead generation requests submitted via customer relationship management (CRM), Better Lobby, etc.
• Open new accounts, certificates of deposit, money market accounts, cash management accounts, IRA's, club accounts, and sharedraft accounts. Complete necessary documentation for ACH and payroll deductions, input mortgage applications and cross-sell products and services to meet member financial needs/goals.
• Process loan applications, input data, review loan decisions and options with member, prepare supporting loan documentation, compile loan documents for signature and disbursement ensuring accuracy and completeness of loan, and process denials as necessary.
• Process requests for changes and maintenance to member accounts, check orders, debit card requests, etc.
• Assist members with how to use self-service technology (eg. PAT, Online/Mobile Teller, Bill Pay, etc.).
• Utilize sales tracking systems, member data warehouse programs, as well as other tools/systems (eg. Data Verity, Better Lobby, etc.) to analyze members' engagement with the credit union and educate members in areas of low engagement.
• Achieve stated goals/objectives set-forth for positions which includes but is not limited to closed loans, new memberships, e-services penetration, etc.
• Provide assistance and backup to all Contact Center advisor positions (PAT, Concierge, Member Advisor, etc.) and access all programs needed to assist the membership accordingly.

QUALIFICATIONS:

• Three to five years of similar or related experience. Specifically, at least one year of experience in a call center of a credit union or financial institution.
• Associate's Degree in Business Administration or a related field or the equivalent experience required.
• Must be flexible and available to work Call Center hours of operation: Monday-Friday 7:00 a.m. to 7:00 p.m. and rotating Saturdays 9:00 a.m. to 3:00 p.m.)
• FICEP certification (to be completed after hire date).

Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.