Personal Video Advocate Level III

clearviewfcu; Moon Township (Allegheny County); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Clearview Federal Credit Union is seeking a Video Advocate to educate and assist members through video interactions, promoting digital tools and banking solutions. You will handle transactions, assist with accounts, loans, and digital services while building local relationships.

The role emphasizes excellent customer service, comfort on camera, and the ability to navigate multiple digital platforms. Flexible hours with training and remote options post-orientation are available.

Qualifications

• High school diploma or equivalent.
• 2 years similar or transferrable experience.
• Excellent member service skills.
• Ability to grow relationships through sales and service.
• Comfortable on camera, maintaining a friendly and professional appearance.
• Experience communicating via virtual technology (Skype, Face Time, Video Conference, etc.).
• Familiar with consumer loan products, credit cards, and home equity loans.
• Strong digital awareness and proficiency with multiple technical platforms.
• Willingness to learn how AI tools can improve results and workflows.

Responsibilities

• Provide exceptional member service through engaging, professional video interactions and strive for first-call resolution.
• Process a full range of financial transactions accurately and securely.
• Assist with account openings, updates, and digital banking requests.
• Process loan and credit card applications with necessary verifications for underwriting.
• Assist members with online memberships and digital channel requests.
• Adhere to information security, privacy, fraud prevention, and regulatory requirements.

Skills

Member service

Sales & service

On-camera

Video conferencing

Consumer loans

Digital savvy

AI tools awareness

Flexible hours

Education

High school diploma or equivalent

Job description

*Candidates must live within a commutable distance to Moon Township, PA, 15108 USA.

OBJECTIVE

As a trusted Video Advocate, you have the opportunity to provide memorable experiences to our Clearview members! You will be educating members and potential members on solutions to their financial needs by promoting Clearview products and services, as well as handling transactions and teller services, all while developing relationships through engaging video interactions! Your active participation in community/virtual events will be a contribution to others as well as to the growth of our Digital Footprint. You will help members find value in their relationship with Clearview and demonstrate to non-members the reasons to choose Clearview!

WORKING HOURS:

Scheduled between the hours of:

Monday-Friday: 6:45 am – 7:15 pm Rotating shifts

Saturday: 8:45 am – 2:15 pm Rotating

Telecommuting available after completed training

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required
• 2 years similar or transferrable experience
• Excellent member service skills
• Ability to grow relationships through sales and service
• Comfortable on camera, maintaining a friendly and professional appearance
• Experience communicating via virtual technology (Skype, Face Time, Video Conference, etc.)
• Familiar with consumer loan products, credit cards, and home equity loans
• Strong digital awareness and proficiency, with the ability to navigate multiple technologies, systems, and digital platforms confidently
• Demonstrates general knowledge of or willingness to learn how AI tools are being used in a responsible way to improve results, adapt workflows, and support a culture of innovation.
• Flexibility in working hours based on operational needs

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide exceptional member service through engaging, professional video interactions, ensuring first‑call resolution whenever possible.
• Process a full range of financial transactions accurately and efficiently while adhering to operational and compliance standards.
• Manage account needs by opening and maintaining accounts, completing updates and corrections, assisting with card services and digital banking requests, and providing clear guidance to help members understand and use account features and tools.
• Process loan and credit card applications, including pulling and reviewing credit reports, verifying information, and ensuring complete and accurate submission for underwriting.
• Complete online membership applications and assist members who initiate requests through digital channels, ensuring smooth transitions between platforms.
• Adhere to all organizational policies related to information security, privacy, fraud prevention, and regulatory compliance, including completion of required training and protection of confidential information.
• Stay current on all credit union products, services, policies, procedures, promotions, and marketing initiatives in order to effectively educate members, increase awareness of available offerings and digital tools, and strengthen relationships that support their financial wellness.
• Maintain thorough understanding of consumer loan policies, underwriting guidelines, rates, and product requirements.
• Utilize Salesforce and other designated systems to document interactions, research inquiries, resolve member requests efficiently, and elevate relationships through meeting sales goals.
• Assist with Chat support by providing accurate, clear, and efficient responses that align with Clearview’s service standards.
• Contribute to the VTM channel by providing required monthly coverage and assisting during periods of elevated volume
• Partner with Financial Centers, Care Center and Member Outreach regularly and during peak traffic, working collaboratively to ensure timely assistance and a welcoming, neighbor‑focused experience across locations and back-office.
• Promote Clearview’s full range of service channels—including self‑service ATMs, Digital Banking, and Claire—while reinforcing the value of our Financial Centers and the Care Center. Demonstrate strong digital proficiency by confidently navigating multiple technologies and platforms, and by using tools such as Digital Academy or screen‑sharing to educate members and help them fully engage with our digital solutions.
• Maintain a polished, member‑focused virtual presence by ensuring a professional, distraction‑free environment, using approved branded backgrounds and attire, and demonstrating engaging body language.
• Attend scheduled departmental meetings, coaching sessions, and training programs, both remote and in person, as assigned.
• Meet established performance expectations, including call volume goals and other key performance indicators (KPIs).
• Perform additional assigned duties to support department and organizational goals. Support Clearview’s Commitment to fostering a workplace where every individual feels welcomed, valued, and supported. Embrace and celebrate the unique differences of others, treat all people with fairness and respect, and contribute to an inclusive experience where everyone is encouraged to grow and pursue opportunities that lead to a better life. Understand and champion the belief that a diverse and inclusive workplace is essential to Clearview’s vision and success.

Clearview values diversity in its workforce. We are proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.