Virtual Services Representative

Insight; Florida; On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Free and Voluntary Life and Disability

401k with match

Paid Time Off

Birthdays Off

Tuition Reimbursement

Job summary

Insight Credit Union is seeking a Virtual Services Representative to deliver exceptional member service across phone, video, chat, email, and web channels. You will assist with new memberships, deposits, and consumer loans, while meeting production goals.

You will educate members on self-banking options and coordinate with partners to offer Insight solutions. Strong communication and multitasking are essential in this fast-paced virtual role.

Qualifications

• Three to five years of similar or related experience.
• High school education or GED.
• Excellent interpersonal skills with customers and teammates.

Responsibilities

• Deliver exceptional member service across multiple channels, processing new memberships, deposits, and consumer loans.
• Refer and sell loan products and related services to meet member needs.
• Stay informed on promotions, policies, and compliance; assist processing and coordination as needed.
• Coordinate with other departments to ensure smooth loan closures and timely responses.

Skills

Member service

Sales

Multichannel communication

Time management

Problem solving

Interpersonal skills

Virtual environment work

Education

High school diploma or GED

Tools

DocuSign

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Virtual Services Representative

Full Time 501 - Admin & Fin I Winter Springs, FL, US

4 days ago Requisition ID: 1023

Insight Credit Union is looking for a passionate trusted financial advisor who is qualified and has the desire to provide an excellent virtual service experience to our members.

AVirtual Services Representativewill assist existing and potential members with establishing new memberships and shares, accepting and processing consumer loan applications to completion, assessing member needs through using consultative and needs based discussions to recommend, fulfill and referral to Insight partners additional Insight Credit Union solutions. Must meet or exceed member expectations and personal production goals. Inbound and outbound interactions with members and potential members will occur through multiple channels including telephone, video, chat, web-based software, email, and future digital channels. Must be engaging, energetic, and personable to complete processes quickly while building a trusted financial advisor relationship with the members. May provide backup assistance to the Processing Department as requested.

This position is located at:

270 Winding Hollow Boulevard

Winter Springs, FL 32708

The position provides a competitive hourly rate (listed in job posting) and includes the following comprehensive benefits package offering:

*Internal offers will be based on compensation policy.

• Free and Voluntary Life and Disability Insurance
• 401k with match up and 100% vested
• Paid Time Off
• Birthdays Off
• Tuition Reimbursement

Schedule & Training:

Shift includes32-40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm). Hours will be based on the needs of the department.

Dress Code Expectations: Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required.

Responsibilities & Qualifications

• Delivers exceptional member service by ensuring timely response to member and visitor requests via the Credit Union's omni channel environment. Assists with initiating and completing new memberships, account maintenance, and consumer loans. Educates members about self-banking options including Online Banking, Mobile Banking, e-Statements, ATMs, and Remote Deposit Capture as appropriate and encourages member adoption. Delivers first-contact resolution by using a consultative needs-based approach to identify and fulfill the best current solutions for the member with no unnecessary transfers or delays. Proactively build relationships and offer solutions. Monitors call queues to provide exceptional service to members. Meet or exceed all member service and quality assurance standards .
• Consistently produces a high volume of sales production through referring, closing, and funding of loan products and services. Seeks to find opportunities to improve the member's financial lives by offering loan products that will benefit the member. Consistently meets or exceeds credit union monthly, quarterly, and annual loan production goals. Will be expected to refer and sell debt protection, extended warranty coverage and Guaranteed Asset Protection on loan products to protect the member and the credit union. Refers investment opportunities and mortgage loans to appropriate Insight departments and business partners. Identify future opportunities to serve the member's financial needs and follows up at the appropriate time to deepen member relationship. Provides applicants timely feedback of decisions and quickly resolves stipulations and fulfills the requests.
• Maintains thorough and current knowledge of the credit union's lending and deposit account promotions, approval and fulfillment criteria, guidelines, procedures, and policies to provide members with accurate information. Participates in continual development of the Virtual Services Department processes and procedures. Participates in department meetings. Completes all assigned compliance training within required timeframe. Meet or exceed all member service and quality assurance standards.
• Work with Virtual Services Processor to prepare approved loans for closing via DocuSign or signature pad technology ensuring a smooth end to end process. May coordinate with branch employees as needed to complete processes in branch. May coordinate with other areas as needed to complete processes.
• Perform other related duties as assigned to ensure fast, accurate, and member-first service is being provided.

Experience: Three years to five years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

• Able to perform job functions in a virtual environment while handling multiple channels and shifts between them without disruption.
• Ability to interact with all levels of management, employees, peers, and members
• Knowledge of basic mathematics
• Ability to prioritize and organize job tasks.
• Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output.
• Ability to carry out detailed written and oral instructions.

Physical Requirements:While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment and employees service visitors and members via omni channel resources including video, internet, phone, chat, and mail services.

Insight Credit Union is an EO Employer, including Disability/Vets.