Virtual Service Center Agent

Ensure member satisfaction through courteous, accurate, and efficient service. Responsible for interviewing and qualifying members for loans of all types within the requirements of the loan policies established by the Credit Union. Assist members with opening new accounts and transactions via the online VideoChat channel. Perform in a fast paced and dynamic environment.

Duties and Responsibilities:

· Maintains a strong focus on helping each member achieve financial success.

· Ensure member experiences are always at or above our Eagle Service Standards.

· Behaves consistently with ICCU’s Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement and Accountability at all times.

· Be a positive influence on creating an upbeat and energetic team Culture.

· Effectively communicate over the phone, through text message, and through email in a professional, accurate, and timely manner with members by setting clear expectations throughout the account and/or loan process.

· Interview members, gather data for complete and accurate loan applications, make loan recommendations to Underwriting, and manage all communication throughout the process.

· Ability to review members’ full financial picture, along with their personal financial goals, and make recommendations

· Interview and review mortgage applicants and handoff mortgage applications

· Gather needed verification documents from members and real estate partners.

· Open new accounts, certificates, IRA’s, etc.

· Open business accounts. Pull credit reports and analyze eligibility for various business accounts and address any/all applicable cross-sell opportunities.

· Maintain in-depth product knowledge on all deposit account products, loan products, mortgage products, and business products.

· Pull credit reports and analyze eligibility for checking accounts and any/all applicable cross-sell opportunities.

· Research and make appropriate corrections for members with account problems.

· Cross sell Credit Union products and services, and maintain acceptable levels of Game of Work Sales goals and insurance penetration

· Keep your manager informed of member needs or desires regarding products, services, suggestions, and/or escalations.

· Process member wire transfers.

· Assist members with transactions and questions via the online VideoChat channel.

· Other duties as assigned.

Qualifications:

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 always maintain the confidentiality of Credit Union and member records. Good knowledge of Credit Union services.

Performance Standard:

A demonstrated cooperative and positive attitude toward members and other Credit Union staff. Professional in appearance, attendance, quality, and quantity of work performed. Self-motivated and takes steps to continually expand knowledge of financial industry. Ability to take the lead in creating and shaping policies and procedures that contribute toward efficiency, quality and pride in department. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU.

Physical Requirements:

· Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).

· Sit for extended periods of time.

· Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.

· Repetitive motion using wrists, hands, and fingers.

· Reach keyboards.

· Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

This role offers benefits, including:

· Competitive Pay

· Medical, Dental, & Vision Insurance

· Generous Paid Time Off

· 11 Paid Holidays

· Matching 401K AND Pension

· Tuition Reimbursement

· Employee Assistance Program

· Employee Wellness Program

· Paid Group Life and Disability Insurance

· Awesome Culture

· Business Discounts 

· And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.