Virtual Services Representative

Advancial Federal Credit Union is one of the oldest credit unions in the country, recognized for its outstanding workplace culture. The Virtual Services Representative engages members through various virtual channels to provide transactions, answer questions, and support daily financial needs, while maintaining high-quality service through innovative banking solutions.

Responsibilities

• Provide excellent service across virtual channels including chat, email, video, and ITM; manage incoming volume efficiently
• Open and verify new accounts; coordinate with BSA when needed
• Manage multiple member conversations while using internal systems and resources
• Meet performance goals by identifying member needs and recommending products
• Resolve issues, support Contact Center operations, and process routine transactions
• Maintain strong product knowledge to cross-sell and refer services
• Be available during closures or inclement weather; remote or onsite as required
• Use CRM to manage leads, update member data, and track goals
• Build positive relationships with members, branches, and internal teams
• Maintain a professional, positive culture and stay proficient with required software

Skills

• Associates Degree (A.A.) or equivalent from two-year College or technical school; and one year of relevant experience or equivalent combination of education and experience
• A minimum of one year of working in a call center environment
• A minimum of one year of banking experience

Benefits

• Healthcare
• Life insurance
• 401K benefits
• Take Time for Life: In addition to 11 company holidays, you start with 3 weeks of vacation, and can recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO - free for you and your loved ones (you just pay taxes)
• Retire with Confidence: We contribute to your 401k. It's our way of helping you build the future you deserve
• Pets Are Family Too: With affordable pet insurance (we even chip in), your furry friends are covered for everything from checkups to surgeries
• Invest in Your Future: We'll cover 80% of your tuition costs after one year, so you can continue to grow, learn, and achieve your goals
• Life Happens: Our Advancial Life Rewards program reimburses you up to $1,000 each year for unexpected expenses - because we know life doesn't always go according to plan

Company Overview