Virtual Experience Advocate

Unitus Community Credit Union; Vancouver (WA); Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical + Dental + Vision

FSA + HSA

PTO 20 days first year

12 paid holidays

401(k) Retirement Savings

Annual Incentives

Employee Assistance Plan

Tuition Reimbursement

Student Loan Debt Repayment

Transit & Parking benefits

Paid Volunteer Time Off

Job summary

Unitus Community Credit Union seeks a Virtual Experience Advocate to deliver sales, service, and advisory support across video, phone, chat, and other remote channels. You will assist members and non-members with intermediate financial transactions, account maintenance, lending, and digital banking support while upholding our mission and values.

This role requires engaging with members across channels, building relationships, and coordinating solutions with guidance from senior teammates to

Qualifications

• High School diploma or equivalent required.
• At least 2 years in banking/credit union or similar service environment.
• At least 1 year in sales or account-related support.
• Experience with digital banking platforms; bilingual English/Spanish preferred.

Responsibilities

• Deliver timely, accurate, and personalized sales, service, and advisory support across remote channels.
• Build member relationships through consultative conversations to identify needs and provide solutions.
• Maintain current knowledge of products, services, procedures, policies, and regulatory requirements.
• Assist with intermediate activities such as account openings, maintenance, lending, transactions, and digital support.

Skills

Customer service

Sales

Communication

Problem resolution

Financial transactions

Education

High School diploma or equivalent

Tools

Digital banking platforms

AI-enabled tools

Job description

At Unitus, each employee has an opportunity to make a difference for our members. The Virtual Experience Advocate (VEA) provides a full range of sales, service, advisory, and problem-resolution activities through video, phone, chat, secure messaging, and other remote channels. This position assists consumer and business members and non-members with intermediate level financial transactions, account maintenance, account origination, lending solutions, digital banking support, and consultative interactions while delivering a seamless and personalized experience across all member touchpoints. The VEA serves as a universal advocate capable of supporting member needs across multiple engagement channels. This role flexes between service channels based on member demand, coverage needs, and organizational priorities, ensuring a consistent member experience regardless of how a member chooses to engage with the credit union. Through a One Engagement approach, the VEA takes ownership of intermediate member needs and coordinates solutions through resolution whenever possible; obtains guidance from Senior VEAs, Digital Support, or management to resolve complex issues. The VEA works collaboratively within the Remote Experience team and other business units across the credit union to resolve member needs, support service excellence, identify opportunities for improvement, and ensure compliance with credit union policies and regulatory requirements. The VEA actively supports department and organizational success by collaborating within the team, sharing expertise, assisting with service channel coverage, and contributing to a seamless member experience regardless of where a member begins their journey ensuring our commitment for unparalleled service – the kind that creates the Unitus difference. Our strong team of leaders, outstanding culture, above market benefits, continuous involvement in the communities we serve, and competitive pay programs make Unitus an excellent place to contribute and grow your talents.

Responsibilities

• Provide exceptional member experience by delivering timely, accurate, and personalized sales, service, and advisory support across video, phone, chat, secure messaging, and other Remote Experience channels.
• Build and deepen member relationships through meaningful, consultative conversations that identify financial needs, uncover opportunities, and provide appropriate solutions.
• Contribute to department and organizational success by maintaining current knowledge of credit union products, services, procedures, policies, and regulatory requirements.
• Assist members and non-members with intermediate activities such as consumer and business account opening, account maintenance, lending, transactions, digital banking support, and problem resolution while demonstrating Unitus' Mission, Shared Values, and commitment to service excellence.

Minimum Qualifications

• High School diploma or equivalent certificate.
• Minimum of two years of experience in a credit union, banking, financial services, or comparable service environment that includes assisting members or customers with financial products, transactions, or problem resolution.
• Minimum of one year of experience providing sales, service, lending, or account-related support in a customer-facing role.
• Experience utilizing multiple systems, technologies, and resources to research, process, and resolve member or customer inquiries.
• Experience supporting digital banking platforms, online services, or virtual member interactions preferred.
• Experience utilizing knowledge management systems, AI-enabled tools, or emerging technologies preferred.
• Bilingual English/Spanish preferred.

Our Benefits

Maintaining wellness and work/life balance is an important part of the Unitus culture. Our benefits are a reflection of this commitment.

• Medical + Dental + Vision
• Flexible Spending Accounts + HSA
• Employees accrue up to 20 days of Paid Time Off (PTO) during their first twelve months of employment
• Unitus recognizes 12 paid holidays per year
• 401(k) Retirement Savings
• Annual Incentives (*eligibility dependent)
• Employee Assistance Plan
• Tuition Reimbursement
• Student Loan Debt Repayment
• Transit & Parking benefits
• Paid Volunteer Time Off

What’s it really like to work here?

We are a people-focused organization that places an emphasis on culture. Unitus is local, successful, and committed to continuously improving and growing!

Unitus Community Credit Union (Unitus) is an equal opportunity employer. We are dedicated to a policy of non-discrimination in employment based on race, color, age, sex, religion, veteran status, national origin, sexual orientation, disability or any other classification protected by applicable federal, state or local law. Applicants may request reasonable accommodation to participate in the application process.