Financial Account Specialist - VMXA - Call Center

American Heritage Federal Credit Union; Philadelphia (Philadelphia County); Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off

Growth opportunities

Job summary

American Heritage Credit Union is hiring a Virtual (Video) Member Experience Advisor based in Northeast Philadelphia. You will deliver premier service to members and associates through remote/video interactions, acting as a trusted financial consultant and solutions expert.

The role covers deposits/loans, online/mobile offerings, lead generation, and cross-selling, while processing accounts and loan documentation with accuracy. Strong call center experience and 3–5 years in finance are expected.

Qualifications

• 3–5 years of similar or related experience in a call center or financial services.
• Associate's Degree in Business Administration or related field, or equivalent experience.
• Flexible to work Call Center hours (Mon–Fri 7:00–7:00) with rotating Saturdays.

Responsibilities

• Serve as SME for deposit/loan products and electronic/mobile offerings.
• Engage members as financial consultant, providing solutions via remote and video.
• Fulfill lead generation requests and cross-sell products/services.
• Open accounts, CDs, money market, IRA, and related documentation.
• Process loan applications and related paperwork accurately.
• Assist members with self-service technology and CRM tools.
• Support other Contact Center advisor roles as needed.

Skills

Call center experience

Customer service

Sales & cross-selling

CRM tools

Financial products knowledge

Education

Associate's Degree in Business Administration

Tools

CRM systems

Online/Mobile Teller

Better Lobby

Data Verity

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.