Virtual Branch Services Specialist 2

Kids for the Future; Village of Sidney (NY); On-site; USD 46,000 - 58,000; Full time

Job summary

Sidney Federal Credit Union is seeking a Virtual Branch Specialist to guide members through online account and loan applications, ensuring all required documents are submitted and communications are maintained until completion. This role emphasizes delivering exceptional service and first-time resolution of digital inquiries.

You will assist members remotely across Online Banking, payments, and transfers, while maintaining a friendly, professional on-camera presence and strong service standards.

Qualifications

• One to three years' related experience.
• High school education or GED.
• Strong video presence on camera.
• Clear, concise chat communication.
• Mostly seated work with light lifting up to 20 pounds.

Responsibilities

• Remotely assist members via chat, video sessions, and calls.
• Process new accounts, funding, and credit opportunities with Meridian Link.
• Interview loan applicants across channels; review docs; explain terms.
• Advise on account status, payments, Online Banking, and transfers.
• Support Interactive Teller interactions (cash handling, payments, deposits).
• Identify cross-sell opportunities and mitigate fraud.

Skills

Video presence

Chat communication

Customer service

Digital banking

Education

High school diploma

Tools

Meridian Link

Job description

• Location 42 Union Street,Sidney, NY, 13838,United States
• Base Pay $22.30 - $27.87 / Hour
• Employee Type FT Non-Exempt
• Required Degree High school
• Manage Others No

Contact information

• Name Mary Elizabeth Todd
• Phone [phone]
• Email [e-mail]

Description

Build Your Career. Make a Difference.

Since 1949, Sidney Federal Credit Union (SFCU) has been committed to helping people achieve financial success and strengthening the communities we serve. What began as a small member-owned cooperative in Sidney, New York, has grown into a trusted financial institution with more than $1 billion in assets and a presence across New York.

At SFCU, we believe great member experiences start with great employees. We’re building a workplace where people can grow, contribute, collaborate, and build meaningful careers while making a positive impact on our members and communities.

When you join SFCU, you become part of a team that values service, innovation, professional growth, and relationships. Whether you’re helping members reach important financial milestones, improving processes, developing new solutions, or supporting the teams who serve our members, your work matters.

Role: The Virtual Branch Specialist is responsible for guiding members through online account and loan application process, ensuring all necessary documentation is submitted, and maintaining proactive communication until the application is complete. This role emphasizes delivering exceptional service and achieving first-time resolution of digital inquiries and concerns.

Essential Functions and Responsibilities

• Remotely assist members and potential members in processing an array of transactions, multiple chat interactions, and consultative video sessions with a high level of visual and verbal member contact and professionalism.
• Process new account opening, funding, and pulling credit to identify cross-sell opportunities via Meridian Link applications. This includes follow-up communications with potential new members for completion of new account and credit opportunity review within the expected timeframe.
• Interview members applying for all loan types via multiple communication channels and reviewing documentation for submission to underwriting. Review credit reports with members and processes approved loans, explain policies and procedures to members including repayment, calculation of payments, and services. Collect appropriate signed documents from the members and fund the loans.
• Provide members with information and direction regarding their account status, payment requests, and rights and obligations associated with their account(s). Including but not limited to, setting up one-time or recurring loan payments, Online Banking, Remote Deposit Capture, ACH transactions.
• Answer and provide friendly service to members while on the Interactive Teller Machine. This includes but is not limited to cashing checks, taking loan payments, performing transfers, depositing funds, and withdrawing funds.
• Identify cross-sell opportunities and cross-sell services to members.
• Determine and mitigate fraud through Meridian Link, chat, secure messages, email, and any avenue that reaches the Virtual Branch.
• Respond to member inquiries received via a secured message queue and outlook web.
• Manage member requests and provide them with the most accurate information.
• Stay current with credit union policies, procedures, and product offerings.
• Represent the Virtual Branch as appropriate in its relationships with members, miscellaneous businesses and other financial institutions and similar groups along with periodic assistance with Contact Center calls when needed.
• Maintain a positive attitude among department members, with emphasis on commitment, cooperation within the department, cooperation with other departments, and dedication.
• Performs other job-related duties as assigned.

Knowledge, Skills and Abilities

Required Qualifications

• One year to three years of similar or related experience.
• A high school education or GED.
• Must have a strong video presence and be comfortable, professional, and friendly on camera with members and potential members.
• Must have the ability to communicate via chat with clear concise information, correct spelling, grammar and punctuation, and in a timely manner.
• Work involves standing and walking for brief periods of time, but most duties are performed from a seated position. Work may include occasional pushing, pulling, or carrying objects weighing up to 20 pounds such as files, documents, and computer printouts. Work normally requires finger dexterity and eye-hand coordination to operate a computer keyboard at an advanced skill level.

This job description is intended to provide a general overview of the responsibilities and duties associated with this position. It is not an exhaustive or comprehensive list of all tasks, responsibilities, or qualifications required. Additional duties may be assigned as necessary to meet the needs of the organization. The company reserves the right to modify or update the job description at any time, with or without notice.

SFCU is an equal opportunity employer. It is the policy of SFCU to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, creed, gender, marital status, sexual orientation, national origin, or citizenship, age, genetic predisposition or carrier status, gender identity or expression, disability, military or veteran status, sexual or reproductive health decisions, traits historically associated with race and/or any other status or characteristic protected by law.

Requirements

Required Qualifications

• One year to three years of similar or related experience.
• A high school education or GED.
• Must have a strong video presence and be comfortable, professional, and friendly on camera with members and potential members.
• Must have the ability to communicate via chat with clear concise information, correct spelling, grammar and punctuation, and in a timely manner.
• Work involves standing and walking for brief periods of time, but most duties are performed from a seated position. Work may include occasional pushing, pulling, or carrying objects weighing up to 20 pounds such as files, documents, and computer printouts. Work normally requires finger dexterity and eye-hand coordination to operate a computer keyboard at an advanced skill level.

Summary

The Virtual Branch Specialist is responsible for guiding members through the online account and loan application process, ensuring all necessary documentation is submitted, and maintaining proactive communication until the application(s) is complete. This role emphasizes delivering exceptional service and achieving first-time resolution of digital inquiries and concerns.