Virtual Financial Concierge & Member Experience Advisor

American Heritage Federal Credit Union; Philadelphia (Philadelphia County); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Health benefits

401(k) with company match

Growth opportunities

Job summary

American Heritage Credit Union is seeking a Virtual (Video) Member Experience Advisor based in Northeast Philadelphia. You will engage members remotely, acting as a financial consultant to provide solutions across deposits, loans, and e-services.

Responsibilities include handling new accounts, loans, and cross-selling while leveraging CRM tools and Better Lobby. Flexible call-center hours apply, with extensive benefits and growth opportunities.

Qualifications

• Three to five years of similar or related experience, including at least one year in a call center of a credit union or financial institution.
• Associate's Degree in Business Administration or the equivalent experience required.
• Must be flexible and available to work Call Center hours: 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).

Responsibilities

• Provide premier service to members, clients, and associates via remote and video-based experiences.
• Serve as SME for deposit/loan products and electronic/mobile offerings (Online/Mobile Teller, Bill Payer, etc.).
• Engage members as financial consultants to address needs and goals.
• Fulfill lead generation requests using CRM and Better Lobby.
• Open accounts and related products; process mortgage applications and cross-sell.
• Process loan applications, review decisions, and prepare documents.
• Assist members with self-service technologies and tools.
• Utilize sales tracking systems to analyze member engagement and educate on low engagement.
• Achieve goals for loans, memberships, and e-services penetration.
• Provide backup to Contact Center advisor roles.

Skills

Call center experience

Financial services knowledge

Education

Associate's Degree in Business Administration

Equivalent experience

Job description

American Heritage Credit Union is seeking a Virtual (Video) Member Experience Advisor based in Northeast Philadelphia. You will engage members remotely, acting as a financial consultant to provide solutions across deposits, loans, and e-services.

Responsibilities include handling new accounts, loans, and cross-selling while leveraging CRM tools and Better Lobby. Flexible call-center hours apply, with extensive benefits and growth opportunities.