Virtual Branch Services Specialist 2

Remotely assist members and potential members in processing an array of transactions, multiple chat interactions, and consultative video sessions with a high level of visual and verbal member contact and professionalism.

Process new account opening, funding, and pulling credit to identify cross-sell opportunities via Meridian Link applications. This includes follow-up communications with potential new members for completion of new account and credit opportunity review within the expected timeframe.

Interview members applying for all loan types via multiple communication channels and reviewing documentation for submission to underwriting. Review credit reports with members and processes approved loans, explain policies and procedures to members including repayment, calculation of payments, and services. Collect appropriate signed documents from the members and fund the loans.

Provide members with information and direction regarding their account status, payment requests, and rights and obligations associated with their account(s). Including but not limited to, setting up one-time or recurring loan payments, Online Banking, Remote Deposit Capture, ACH transactions.

Answer and provide friendly service to members while on the Interactive Teller Machine. This includes but is not limited to cashing checks, taking loan payments, performing transfers, depositing funds, and withdrawing funds.

Identify cross-sell opportunities and cross-sell services to members.

Determine and mitigate fraud through Meridian Link, chat, secure messages, email, and any avenue that reaches the Virtual Branch.

Respond to member inquiries received via a secured message queue and outlook web.

Manage member requests and provide them with the most accurate information.

Stay current with credit union policies, procedures, and product offerings.

Represent the Virtual Branch as appropriate in its relationships with members, miscellaneous businesses and other financial institutions and similar groups along with periodic assistance with Contact Center calls when needed.

Maintain a positive attitude among department members, with emphasis on commitment, cooperation within the department, cooperation with other departments, and dedication.

Performs other job-related duties as assigned., The Virtual Branch Specialist is responsible for guiding members through the online account and loan application process, ensuring all necessary documentation is submitted, and maintaining proactive communication until the application(s) is complete. This role emphasizes delivering exceptional service and achieving first-time resolution of digital inquiries and concerns.

One year to three years of similar or related experience.

A high school education or GED.

Must have a strong video presence and be comfortable, professional, and friendly on camera with members and potential members.

Must have the ability to communicate via chat with clear concise information, correct spelling, grammar and punctuation, and in a timely manner.

Work involves standing and walking for brief periods of time, but most duties are performed from a seated position. Work may include occasional pushing, pulling, or carrying objects weighing up to 20 pounds such as files, documents, and computer printouts. Work normally requires finger dexterity and eye-hand coordination to operate a computer keyboard at an advanced skill level.