VIRTUAL SUPPORT SPECIALIST

Carolinas Telco Federal Credit Union; Charlotte (NC); Remote; USD 35,000 - 50,000; Full time

Job summary

A financial institution is seeking a Virtual Support Specialist to provide exceptional member service virtually. You will assist members via chat and email, process transactions, and identify additional services to enhance their membership. Ideal candidates will have strong customer service skills with 1-2 years of related experience in a sales environment. This role demands effective communication and organizational abilities.

Qualifications

• 1-2 years’ experience in successful sales, cross-selling, or customer service.
• Ability to adapt in a fast-paced, sales-driven environment.
• Effectively manage time and responsibilities under pressure.

Responsibilities

• Provide secure and accurate service through virtual channels.
• Complete daily responsibilities in support of Credit Union goals.
• Engage with members through chat and respond to inquiries.
• Cross-sell products and services to enhance member relationships.

Skills

Excellent interpersonal skills

Verbal and written communication

Customer service skills

Organizational skills

Multi-tasking

Time management

Education

Degree in banking or finance

Job description

POSITION DESCRIPTION

VIRTUAL SUPPORT SPECIALIST

Department: MEMBER SUPPORT

Classification: Non-Exempt

Reports to: Member Support Manager

GENERAL DESCRIPTION

As a Virtual Support Specialist, you will use your assertive personality to provide exceptional member service to new and existing members virtually via Glia chat, email, online messages, and when needed, by phone.

You will uncover opportunities and services to help enhance their membership with the Credit Union. This will include processing a wide array of transactions, initiating fraud and non-fraud disputes, promptly responding to member emails and online banking messages, handling escalated after-hours tickets and much more.

ESSENTIAL FUNCTIONS

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

1. Provides secure and accurate service in a timely manner to members who contact the credit union through virtual channels such as chat, email, and online message.
2. Works independently to accurately complete daily responsibilities in support of Credit Union goals.
3. Offers effective solutions to resolve member concerns/needs while maintaining positive problem-solving skills
4. Log accurate, detailed notations on all communications with members via Corelation
5. Reactively engage with current and prospective members via Glia chat to assist with any inquiries; these engagements may need to be upgraded to a phone call
6. Uncover additional services that a member’s relationship will benefit from; cross sell these products and services
7. Respond to member emails, online messages and escalated tickets in a timely manner
8. Staying well versed on CTFCU procedures and policies by participating in continuing education programs; protecting our members by ensuring confidentiality, safety, and security of all information
9. Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
10. Adheres to the Credit Union's core values in carrying out Carolinas Telco’s mission and vision.

PERFORMANCE MEASUREMENTS

1. Demonstrate results within the Virtual Support Specialist scorecard, consisting of operational efficiency, interaction quality, leads and referrals, engagements, production, Netpromoter Surveys, etc.
2. Exhibits ongoing commitment to achieve and demonstrate our organizational core values
3. Exhibits ongoing commitment to the enactment of organizational core values.

QUALIFICATIONS

1. Excellent interpersonal, verbal and written communication and customer service skills
2. Effective organizational, multi-tasking, and time management skills
3. 1-2 years’ experience in proven successful sales, cross selling, customer service; degree in banking or other finance a plus
4. Adapts well in a fast-paced, sales and deadline driven environment and excels under pressure

DISCLAIMER AND ACKNOWLEDGEMENT

Position descriptions possess the essential functions and basic duties of the role. Peripheral tasks may have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements contained above be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. Position descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. Equal Opportunity Employer: M/F/Disability/Veteran.

Equal employment opportunity, including veterans and individuals with disabilities.