Virtual Member Experience Advisor – Financial Solutions

American Heritage Credit Union; Philadelphia (Philadelphia County); On-site; USD 31,684 - 34,440; Full time

Benefits offered by this job

Paid time off

Health benefits

401(k) with a generous match

Growth opportunities

Job summary

American Heritage Credit Union is seeking a Virtual (Video) Member Experience Advisor to deliver premier service to members and clients through remote and video-based interactions. You’ll use consultative selling to recommend deposit, loan, and e-services solutions while guiding members through online self-service tools.

This role emphasizes engagement analytics, cross-selling opportunities, and maintaining a high standard of member satisfaction.

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 degree in Business Administration or related field or equivalent experience.
• Must be flexible to work Call Center hours: Mon-Fri 7:00–19:00 and rotating Saturdays 9:00–15:00.
• FICEP certification to be completed after hire.

Responsibilities

• Serve as subject matter expert for deposit, loan, and electronic/mobile offerings.
• Engage members as financial consultants to provide solutions to needs.
• Open and process accounts and loans with accurate documentation.
• Assist members with self-service technology (Online/Mobile Teller, Bill Pay, etc.).
• Use CRM and data tools to analyze member engagement and educate on low engagement areas.
• Support other Contact Center advisors when needed.

Skills

Financial services

Call center

Consultative selling

CRM software

Education

Associate degree

Tools

Better Lobby

PAT

Data Verity

Job description

American Heritage Credit Union is seeking a Virtual (Video) Member Experience Advisor to deliver premier service to members and clients through remote and video-based interactions. You’ll use consultative selling to recommend deposit, loan, and e-services solutions while guiding members through online self-service tools.

This role emphasizes engagement analytics, cross-selling opportunities, and maintaining a high standard of member satisfaction.