Virtual Branch Advisor I

Signal Financial Federal Credit Union; Kensington (MD); On-site; USD 42,000 - 56,000; Full time

Job summary

Signal Financial Federal Credit Union in Kensington, MD seeks a Virtual Branch Advisor I to deliver exceptional, relationship-focused service through a digital-first banking experience. This entry-level role combines frontline member support with developing expertise in a designated service area while contributing to the Virtual Branch team.

The VBA I will engage members across digital channels, learn core processes, and grow within a collaborative, innovative environment in a hybrid work

Qualifications

• High school diploma or equivalent required.
• Prior experience in customer service, call center, or financial services preferred.
• Experience with digital tools or virtual engagement platforms is a plus.

Responsibilities

• Serve members through multiple digital channels including phone, chat, secure messaging, and video banking.
• Provide accurate, empathetic, and compliant service.
• Authenticate members, process account maintenance, and resolve routine requests.
• Promote digital tools and self‑service options to enhance the member experience.

Job description

Virtual Branch Advisor I

Signal Financial is a progressive and growing Credit Union with over 18,000 members and more than $377+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative, and nimble in offering distinctive products and services.

The position is located at Kensington, MD headquarters. The role is hybrid, in office Tuesdays, Wednesdays, and Thursdays.

Position Description

The Virtual Branch Advisor I (VBA I) plays an integral role in delivering exceptional, relationship-focused service to members through a dynamic, digital-first banking experience. As a member of the Virtual Branch team, this position combines frontline member support with the opportunity to develop expertise in a designated service specialty area, including Member Care, Business Services, Fraud Prevention, or Outbound Services, while contributing to the overall success of the department.

As the entry level within the Virtual Branch career path, the VBA I position is designed for individuals who are passionate about helping members achieve financial success, committed to delivering outstanding service, and eager to build specialized knowledge in a collaborative and innovative environment. Team members in this role develop the foundational skills, product knowledge, and service expertise necessary to grow within the Virtual Branch and advance their careers within the credit union.

This position offers a unique opportunity to support members through multiple digital channels while gaining experience in a modern service model focused on convenience, expertise, and meaningful member relationships.

Position Responsibilities

• Member Engagement & Service Delivery
  • Serve members through multiple digital channels including phone, chat, secure messaging, and video banking.
  • Deliver accurate, empathetic, and compliant service aligned with Signal's service standards.
  • Authenticate members, process account maintenance, and resolve routine service requests efficiently.
  • Promote digital tools and self‑service options to enhance the member experience.
• Queue Coverage & Availability
  • Maintain availability and occupancy standards as scheduled.
  • Support general Virtual Branch queues when needed to ensure consistent service levels.
  • Follow established workflows, engagement procedures, and quality standards.
• Performance & Accountability
  • Meet established performance expectations, including occupancy, engagement volume, handle time, and quality metrics.
  • Actively manage workflow to balance efficiency with member care.
  • Use coaching feedback and performance data to continuously improve.
• Compliance & Risk Awareness
  • Adhere to all policies, procedures, and regulatory requirements.
  • Protect member confidentiality and handle sensitive information with discretion.
  • Escalate risk‑related or complex issues appropriately.

Position Requirements

• High school diploma or equivalent required.
• Prior experience in customer service, call center, or financial services environment preferred.
• Experience working with digital tools, multiple systems, or virtual engagement platforms is a plus.
• Demonstrated ability to learn and apply new information, procedures, and systems efficiently.

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.