Virtual Services Operations Specialist

• Monitor virtual service queues in real time to support service level objectives across multiple channels, including:
• Phone calls
• Chat
• Freshdesk tickets
• Consumer loan applications
• Deposit account applications
• Identify service trends, workflow challenges, and operational disruptions.
• Assist with workload balancing and operational adjustments to ensure responsiveness and service continuity.
• Maintain adherence to established procedures, schedules, and service standards., * Serve as the first point of contact for escalated member concerns requiring additional assistance.
• Support resolution of complex member inquiries while ensuring compliance with established policies and regulatory requirements.
• Partner with leaders and internal departments to resolve issues outside of assigned authority.
• Track recurring themes and communicate trends to leadership.

Quality Assurance & Interaction Monitoring

• Review and evaluate member interactions across calls, chats, messaging, and video channels.
• Complete quality reviews and documentation according to established quality assurance standards.
• Identify service strengths, quality trends, and opportunities for continuous improvement.
• Share observations and insights with leadership to support training and process enhancement initiatives.
• Promote consistent use of systems, procedures, approved scripts, and communication standards.

Member Feedback & Service Recovery

• Monitor member satisfaction surveys and feedback.
• Identify opportunities for member follow-up and service recovery.
• Conduct outreach to members to address concerns, gather additional information, and improve the member experience.
• Document outreach activities and escalate emerging risks or trends when appropriate.

Proactive Member Outreach

• Support outbound member engagement initiatives, including:
• Follow-up communications
• Appointment reminders
• Service campaigns
• Complete outreach activities accurately and efficiently.
• Maintain thorough documentation of member interactions., * Assist with onboarding and ongoing learning by reinforcing operational procedures and workflows.
• Serve as a resource for systems, processes, and service-related questions.
• Provide real-time operational guidance to team members.
• Collaborate with leadership to identify knowledge gaps and opportunities for additional training support.

Communication & Continuous Improvement

• Share frontline observations and quality trends with leadership.
• Participate in team meetings, huddles, and operational discussions.
• Promote professionalism, consistency, accountability, and exceptional member service throughout the virtual services environment., If you’re passionate about improving service quality, supporting team success, and creating outstanding member experiences, we’d love to hear from you.

This role is ideal for a detail-oriented professional who thrives in a fast-paced environment and enjoys balancing operational support, quality assurance, member advocacy, and problem-solving. You’ll play a key role in monitoring service levels, identifying opportunities for improvement, supporting escalations, and helping maintain consistent service excellence across our virtual banking channels., * Experience in financial services, banking, credit union operations, contact center operations, or member service environments.

• Strong understanding of service quality standards and member experience best practices.
• Experience reviewing calls, chats, or other customer/member interactions.
• Ability to analyze trends and identify opportunities for operational improvement.
• Excellent communication, problem-solving, and organizational skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM, ticketing, communication, and virtual service platforms.

AmeriCU is a not-for-profit credit union based in Rome, NY with over $3 billion in assets and serving more than 200,000 members across Central New York and beyond. For over 75 years, we have remained committed to our members, employees, and communities.

We are proud to have been recognized as one of the Best Companies to Work for in New York State and named by American Banker as one of the Best Credit Unions to Work for in the United States.