Virtual Service Center Agent

Jobtailor; Chubbuck (ID); On-site; USD 38,000 - 58,000; Full time

Job summary

ICCU is seeking a proactive member service specialist to interview and qualify loan applicants, open accounts, and assist members via VideoChat. You will analyze credit reports, cross-sell products, and ensure compliance with federal regulations.

The role emphasizes strong communication, confidentiality, and the ability to lead process improvements while supporting member financial goals and service standards.

Qualifications

• Bachelor’s Degree or equivalent experience preferred
• 1–2 years of sales or customer service experience preferred
• Knowledge of federal regulations and general lending policies
• Math, ten-key, data entry, and computer proficiency
• Excellent communication and people skills
• Confidentiality of member records
• Knowledge of Credit Union services
• Cooperative and positive attitude toward members and staff
• Professional appearance and reliability
• Self-motivation and desire to expand financial knowledge
• Ability to help shape policies for efficiency
• Willingness to comply with Bank Secrecy Act & USA Patriot Act
• Eligible for ICCU membership
• Manual dexterity and computer use flexibility

Responsibilities

• Interview and qualify members for loans per Credit Union policies
• Assist members with opening new accounts and transactions via VideoChat
• Provide solutions to help members achieve financial success
• Gather data for complete loan applications and support underwriting
• Review financial situations and make recommendations
• Open new business, certificate, and IRA accounts
• Pull credit reports and analyze eligibility
• Cross-sell Credit Union products and services
• Maintain knowledge of deposits, loans, mortgages, and business products
• Handle account problems and research issues
• Escalate or communicate member needs to management
• Process member wire transfers
• Adhere to policies and procedures and perform other duties as assigned

Skills

Member service

Loan qualification

Credit report analysis

Data gathering

Financial analysis

Communication

Confidentiality

Problem solving

VideoChat platforms

Education

Bachelor’s Degree or Equivalent Experience

Tools

Ten Key Calculator

Computer Systems

Job description

• Ensure member satisfaction through courteous, accurate, and efficient service
• Interview and qualify members for loans of all types within established Credit Union loan policies
• Assist members with opening new accounts and transactions through the online VideoChat channel
• Maintain focus on helping members achieve financial success and meet Eagle Service Standards
• Communicate with members by phone, text message, and email throughout account and loan processes
• Gather data for complete and accurate loan applications and make recommendations to Underwriting
• Review members’ financial situations and goals and make recommendations
• Interview and review mortgage applicants and hand off mortgage applications
• Gather verification documents from members and real estate partners
• Open new, business, certificate, and IRA accounts
• Pull credit reports, analyze eligibility, and identify cross-sell opportunities
• Maintain in-depth knowledge of deposit, loan, mortgage, and business products
• Research and correct member account problems
• Cross-sell Credit Union products and services and maintain sales and insurance penetration goals
• Keep the manager informed of member needs, product or service suggestions, and escalations
• Process member wire transfers
• Perform other duties as assigned

Requirements

• Bachelor’s Degree or equivalent experience is preferred
• One to two years of sales or customer service experience is preferred
• Knowledge of federal regulations and general lending policies
• Ability in math, ten key calculator, typewriter, and computer
• Excellent communication and people skills
• Ability to maintain the confidentiality of Credit Union and member records
• Good knowledge of Credit Union services
• Demonstrated cooperative and positive attitude toward members and Credit Union staff
• Professional in appearance, attendance, quality, and quantity of work performed
• Self-motivated and committed to continually expanding knowledge of the financial industry
• Ability to take the lead in creating and shaping policies and procedures that contribute toward efficiency, quality and pride in the department
• Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU
• Must be eligible for membership at ICCU to obtain employment
• Ability to perform manual dexterity tasks, sit for extended periods, lift 20-40 pounds, perform repetitive wrist/hand/finger motion, reach keyboards, and operate basic office machines

Core Competencies

Demonstrates expertise in member service and financial product knowledge, with a strong ability to analyze financial situations and recommend appropriate solutions. Proficient in communication and maintaining confidentiality while adhering to federal regulations and Credit Union policies.

Highest-signal resume keywords

• Member Service
• Loan Application Processing
• Financial Product Knowledge
• Sales and Cross-Selling
• Regulatory Compliance

Hard Skills

• Loan Qualification
• Credit Report Analysis
• Account Opening
• Data Gathering
• Financial Analysis
• Mathematical Ability
• Manual Dexterity
• Computer Proficiency
• VideoChat Assistance
• Problem Solving

Soft Skills

• Excellent Communication
• Interpersonal Skills
• Self-Motivation
• Cooperative Attitude
• Professionalism

Certifications & Qualifications

• Bachelor’s Degree or Equivalent Experience
• Eligibility for Membership at ICCU

Industry Keywords

• Credit Union
• Federal Regulations
• Bank Secrecy Act
• USA Patriot Act
• Lending Policies
• Financial Industry Knowledge

Tools & Technologies

• Basic Office Machines
• Ten Key Calculator
• Computer Systems
• VideoChat Platforms