Virtual Member Advocate

Overview

At OnPath Credit Union, we share a passion for delivering exceptional service. The primary role involves building relationships with members, offering personalized solutions, and identifying opportunities to help them achieve financial success. This position is on-site and focuses on a seamless member experience across multiple service channels.

We are looking for a Virtual Member Advocate to join our team. The salary range is $18.25 to $22.81 per hour based on skills and experience.

• Deliver exceptional member service through multiple service channels, including phone, Interactive Teller Machines (ITMs), online chat, and digital account opening.
• Assist members with account inquiries, transactions, problem resolution, and financial service needs in a prompt, accurate, and courteous manner.
• Open new consumer accounts and process related documentation in accordance with Credit Union policies, procedures, and regulatory requirements.
• Process member transactions, account maintenance, file updates, and other servicing requests accurately and efficiently.
• Provide ITM support by completing transactions, assisting members with service requests, and delivering a personalized virtual banking experience.
• Monitor and respond to online chat inquiries, providing timely, accurate, and professional service while maintaining quality response standards.
• Actively identify member needs and recommend appropriate Credit Union products and services, including deposit accounts, lending products, digital banking services, and other financial solutions.
• Educate members on Credit Union products, services, digital tools, account options, rates, and available self-service resources.
• Maintain the confidentiality and security of member information in accordance with Credit Union policies and applicable regulations.
• Complete all required documentation, reports, and records accurately and within established service standards.
• Maintain thorough knowledge of Credit Union products, services, policies, procedures, and applicable regulations.
• Support Contact Center initiatives, marketing campaigns, and departmental performance goals.
• Collaborate with teammates and other departments to ensure a positive member experience and efficient resolution of member requests.
• Demonstrate professionalism, dependability, and accountability while adhering to appearance and conduct policies.
• Perform other duties as assigned.

Six months to two years of similar or related experience in a financial institution, contact center, retail banking, or customer service environment.

High school diploma or GED required.

Excellent interpersonal, communication, and relationship-building skills are essential. Must demonstrate courtesy, tact, professionalism, and sound judgment when interacting with members and coworkers. Ability to communicate effectively through phone, chat, video/ITM, and written correspondence.

• Strong computer proficiency with the ability to quickly learn new software and systems.
• Ability to manage multiple communication channels simultaneously while maintaining accuracy and service quality.
• Excellent verbal and written communication skills.
• Strong problem-solving, organizational, and time management skills.
• Ability to work independently with minimal supervision while contributing to a collaborative team environment.
• Ability to perform basic mathematical calculations, including addition, subtraction, multiplication, division, and percentages.
• Ability to identify sales opportunities and confidently recommend products and services that meet member needs.

ADA REQUIREMENTS
Physical Requirements
The physical demands described are representative of those that must be met to perform essential functions. Reasonable accommodations may be made. The employee must be able to sit, use hands, reach, view customer information, and talk or hear. The role may require standing and walking. Lift requirements: up to 5 pounds regularly and up to 25 pounds frequently.

Working Conditions
Indoors in a climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements
Must be able to work independently or with limited supervision and handle multiple priorities. Must communicate clearly and professionally with diverse audiences and maintain discretion with confidential information.

Disclaimers
Nothing in this position description is an implied contract for employment. This document is an accurate account of essential functions, which may change at any time by management. OnPath FCU is an EOE/M/F/Disability/Veteran.