Virtual Service Center Agent

• Ensure member satisfaction through courteous, accurate, and efficient service
• Interview and qualify members for loans of all types within established Credit Union loan policies
• Assist members with opening new accounts and transactions through the online Video Chat channel
• Maintain focus on helping members achieve financial success and meet Eagle Service Standards
• Communicate with members by phone, text message, and email throughout account and loan processes
• Gather data for complete and accurate loan applications and make recommendations to Underwriting
• Review members’ financial situations and goals and make recommendations
• Interview and review mortgage applicants and hand off mortgage applications
• Gather verification documents from members and real estate partners
• Open new, business, certificate, and IRA accounts
• Pull credit reports, analyze eligibility, and identify cross-sell opportunities
• Maintain in-depth knowledge of deposit, loan, mortgage, and business products
• Research and correct member account problems
• Cross-sell Credit Union products and services and maintain sales and insurance penetration goals
• Keep the manager informed of member needs, product or service suggestions, and escalations
• Process member wire transfers
• Perform other duties as assigned

• 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 maintain the confidentiality of Credit Union and member records
• Good knowledge of Credit Union services
• Demonstrated cooperative and positive attitude toward members and Credit Union staff
• Professional in appearance, attendance, quality, and quantity of work performed
• Self-motivated and committed to continually expanding knowledge of the financial industry
• Ability to take the lead in creating and shaping policies and procedures that contribute toward efficiency, quality and pride in the department
• Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU
• Must be eligible for membership at ICCU to obtain employment
• Ability to perform manual dexterity tasks, sit for extended periods, lift 20-40 pounds, perform repetitive wrist/hand/finger motion, reach keyboards, and operate basic office machines

Demonstrates expertise in member service and financial product knowledge, with a strong ability to analyze financial situations and recommend appropriate solutions. Proficient in communication and maintaining confidentiality while adhering to federal regulations and Credit Union policies.

• Member Service
• Loan Application Processing
• Financial Product Knowledge
• Sales and Cross-Selling
• Regulatory Compliance

• Loan Qualification
• Credit Report Analysis
• Account Opening
• Data Gathering
• Financial Analysis
• Mathematical Ability
• Manual Dexterity
• Computer Proficiency
• Video Chat Assistance
• Problem Solving

• Excellent Communication
• Interpersonal Skills
• Self-Motivation
• Cooperative Attitude
• Professionalism

• Bachelor’s Degree or Equivalent Experience
• Eligibility for Membership at ICCU

• Credit Union
• Federal Regulations
• Bank Secrecy Act
• USA Patriot Act
• Lending Policies
• Financial Industry Knowledge

• Basic Office Machines
• Ten Key Calculator
• Computer Systems
• Video Chat Platforms