Virtual Delivery Onboarding Representative

Where You Will Work: Remote role open to candidates residing in Washington (WA) or Oregon (OR). (Branches)

Pay Range: The target hourly pay range for this position is $20.56 - $23.37. The full hourly pay range is $18.69 - $28.04..

• Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Job Overview: This position facilitates the onboarding of new and existing members through digital channels. Opens digital memberships, conducts proactive outreach to new indirect members, and identifies opportunities for loans, deposits, and other financial services. Supports member’s needs who engage digitally and provide assistance for members unable to visit physical branches, including account maintenance and service support.

What You’ll Do: 

• Opens new consumer and small business accounts and memberships through digital platforms, ensuring a seamless and efficient onboarding experience.
• Identifies additional lending opportunities for consumers, ensuring a seamless and efficient digital experience. Refers any small business lending opportunities to the Virtual Delivery Officer.
• Conducts proactive outbound calls to engage both members and indirect members.
• Onboards new and indirect members to the credit union, assisting with digital account setup, maintenance, and service needs.
• Identifies opportunities to cross-sell additional products and services that align with members' evolving financial needs, helping them achieve their goals at every stage of life and developing customized follow-up plans as appropriate.
• Leverages digital tools to drive communication to allow communication through member’s preferred channel.
• Interviews members using tailored approaches that maximize sales and service opportunities for loans, deposits, and other financial services.
• Communicates effectively with members to showcase the benefits of digital and traditional financial services, overcoming objections and recommending products/services that support financial well-being focusing on the life cycle stage of the member.
• Fosters long-term relationships with members thought follow-up via various channels to build future sales pipelines.
• Provides support to existing members who prefer, or are unable to visit a branch, assisting with account maintenance through digital channels. Recommends digital access to accounts to enhance convenience for members.
• Partners with Investments, Business Services, Insurance, and Lending to refer members to the appropriate product and services.
• Ensures compliance with State and Federal regulations in all transactions, including completion or necessary reports (Suspicious Activity Reports, Currency Transactions Reports, OFAC, etc.).
• All other duties as assigned.

Qualifications: 

• Minimum one (1) year experience in customer service and sales within a financial services or retail environment. 

Bonus Points If You Have: 

• Experience working in a lending environment and opening new accounts.
• Bachelor's degree in Business, Finance, or a related field of study. 

What You’ll Bring:

• Strong interpersonal skills, including maintaining positive relationships and delivering excellent customer service.
• Ability to actively learn by understanding the implications of new and existing information for current and future problem-solving and decision-making.
• Effective profiling skills to uncover financial needs of new and existing members. 

Total Rewards: 

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.

• Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. 
• We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Employees also have access to Life and AD&D insurance.
• Employees are able to enroll in our 401k plan.
• Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. 
• Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

All benefits except 401k start the first of the month following date of hire. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.