Virtual Branch Member Consultant - Wichita, KS

POSITION SUMMARY

The Virtual Branch Member Consultant delivers an exceptional remote member experience by building meaningful relationships and providing comprehensive financial support across digital channels. Operating as a fully virtual branch, this role supports members through video banking, phone, live chat, online applications, and secure messaging. The Virtual Branch Member Consultant is responsible for completing account openings, servicing member needs, and identifying opportunities to recommend relevant financial products and services.

This role plays a key part in ensuring a seamless, efficient, and personalized experience while helping members achieve their financial goals.

• Deliver exceptional member service across virtual channels including video banking, phone, live chat, and secure messaging.
• Build strong member relationships using a consultative approach in a fully remote environment.
• Review and process online account applications, ensuring accuracy, completeness, and regulatory compliance.
• Guide members through the full account opening process for consumer, business, IRA, and fiduciary accounts.
• Conduct scheduled and on-demand video sessions to provide personalized financial support and complete transactions.
• Assist members in real time with account maintenance, loan servicing, ACH requests, and general inquiries.
• Identify member needs and recommend appropriate financial products and services to support their goals.
• Meet or exceed established sales and production goals related to deposit accounts, consumer loans, and real estate products.
• Proactively follow up with members on incomplete or pending applications to drive completion and enhance the experience.
• Perform outbound calls to build relationships, resolve issues, and generate new business opportunities.
• Respond to member requests submitted through digital portals, ensuring timely and accurate resolution.
• Collaborate with internal teams through digital channels to resolve inquiries and support Virtual Branch operations.
• Manage multiple communication channels simultaneously while maintaining quality, efficiency, and professionalism.
• Maintain accurate documentation and ensure all processes adhere to internal policies and regulatory requirements.
• Stay current on products, services, and digital tools to effectively educate and support members.
• Additional duties as assigned.

• High School diploma or equivalent.

• Knowledge of financial products and services offered by credit unions (e.g., checking accounts, loans, mortgages, etc.) preferred.

• 2+ years of experience in a retail or customer service environment.
• Previous experience in the financial services or credit union industry is highly preferred.

• Strong ability to engage members effectively across video, phone, and digital channels.
• Ability to identify needs, recommend solutions, and achieve production goals in a remote environment.
• Comfortable navigating multiple systems, digital tools, and communication platforms simultaneously.
• Ability to establish trust and connection without in-person interaction.
• Ability to assess issues quickly and provide effective, compliant solutions.
• Strong organizational skills with the ability to manage multiple channels and priorities.
• Demonstrates empathy, professionalism, and responsiveness in all interactions.

• Standard office conditions.
• Low to moderate noise.
• Limited lifting up to 10 lbs.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.