Virtual Universal Banker I

About the role

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.

This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office.

Summary

The Virtual Universal Banker I is responsible for providing a wide variety of Credit Union services to members including transactions, disseminating information, problem resolution and applicable product/service suggestions. Virtual Universal Banker I will perform their duties via telephone, e-channel and video stream. Virtual Universal Banker I are required to follow all established procedures, policies and processes.

Essential Duties and Responsibilities

• Provide service regarding Savings accounts by:
• Informing members of general information concerning Savings accounts and credit union membership.
• Calculating dividends for members or explaining process and interpreting statements.
• Processing withdrawals or transfers at member's request.
• Quoting and explaining savings activity to members.
• File maintaining Savings accounts as necessary.
• Initiating process to stop payment on savings checks at member's request.
• Initiating and completing, if time allows, any research dealing with Savings accounts.
• Taking requests for savings statement copies and initiating charge for that service if applicable.
• Helping with any miscellaneous request by member.
• Guide members through the process of opening new deposit accounts remotely.
• Process account maintenance requests, including adding beneficiaries, updating overdraft preferences, and managing joint ownership.
• Provide service for Checking accounts by:
• Informing members of general information concerning Checking accounts.
• Calculating dividends or explaining process when requested.
• Quoting and explaining Checking account activity to members and assisting with general problem-solving concerning checking activity.
• Transferring funds to and from Checking account at member's request.
• File maintaining Checking accounts as necessary.
• Assisting members in ordering checks.
• Assisting members in ordering replacement Debit cards and in reporting Lost and Stolen Debit cards.
• Initiating process to order copies of checks.
• Initiating and, if time permits, completing any research requests by member.
• Provide service regarding loans by:
• Having the ability, through general understanding, to provide member with limited information regarding the types of available loans including: annual percentage rate range, repayment terms, ancillary product options, and the loan process.
• Completing file maintenance as necessary.
• Process check-by-phone loan payments using the loan payment portal.
• Provide service regarding Savings Certificates and IRA accounts by:
• Having the ability, through general understanding, to provide members with limited information regarding types of accounts, rates, process to open accounts and account activity.
• Support members with IRA, ESA, and CD transactions, including account opening, closing, withdrawals, and general inquiries.
• Provide service regarding VISA credit cards by:
• Processing transfer of VISA payment from member's accounts.
• Educating members on self-help options for making payments to credit cards.
• Informing member of detailed information regarding VISA accounts.
• Provide support regarding Online Banking, Bill Pay, A2A and P2P by:
• Giving member detailed information on process and features.
• Aiding members in new Online Banking enrollment.
• Troubleshooting enrollment, connection and processing issues.
• Resetting Online Banking passwords and unlocking accounts.
• Escalating calls to the E-Services Team when necessary.
• Provide support regarding Debit Cards by:
• Verifying Debit Card transactions.
• Ordering replacement card and educating members on the PIN setting process.
• Cancelling lost and stolen cards and notating member profile as needed.
• Developing proficiency in the Debit Card platform to:
• Troubleshooting card and transaction issues.
• Resetting PIN attempts.
• Adding travel, general denial and internet transaction exceptions.
• Resolving fraud cases in the debit card portal and making notes.
• Removing any restrictions on the card.
• Use screen-sharing tools to help members navigate and troubleshoot digital banking applications.
• Resolve member complaints or problems in an efficient and tactful manner.
• Provide general information on credit union promotions and community events.
• Cross-sell Credit Union products.

Educational and Work Experience Requirements

• High School Diploma or Equivalent
• 2-3 years of applicable work experience
• Must be able to wear a headset for the majority of the work day
• Professional comfortability with virtual "face-to-face" interactions
• Willingness to perform all other administrative duties deemed appropriate for the position.

Additional/important Skillsets

• Excellent verbal and written communication skills.
• Strong basic math skills.
• Proficient use of PC and all technologies required for job function.
• Ability to take direction and follow through on assigned tasks.
• Effective analytical problem solving, organizational and planning skills.
• Ability to work in a virtual team environment.
• Ability to successfully navigate potentially stressful and adverse situations.

Physical Requirements

• To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily.
• Employee will be in an office environment (well-lighted, heated, and air-conditioned) typically stationed at a desk or table.
• Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs.
• Clerical office duties on various forms of technology are required.

All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the Credit Union's policies and procedures related to the SAFE ACT. This includes an obligation on the employee's part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the Credit Union within 30 days of any changes that need to be reflected on the NMLS registry.