Virtual Representative

Overview

Virtual Member Experience Representative (Virtual MERs) build relationships and cultivate financial wellness empowering people to focus on what matters. Virtual MERs deliver extraordinary service by creating value for Members through recommending appropriate products and services to which will help them make money, save money, save time, and add peace of mind and convenience to their lives.

• Provide extraordinary member service by being knowledgeable, engaging with Members, making Members feel valued and consistently applying defined service standards.
• Responds to all member requests for service through the Interactive Teller Machine (ITM); including assistance with using the ITM, process transaction such as deposits, withdrawals, loan payment, money orders, credit cards and line of credit advances. These functions will be performed accurately through a digital session or video interaction.
• Listen actively to fully understand and answer Members’ questions/concerns, and offer guidance to appropriate products and services. Proactively identify and make appropriate qualified referrals for Members that will help them make money, save money, save time, and/or add convenience and peace of mind. Look for ways to enhance members’ relationships by building trust and confidence.
• Effectively toggle between multiple monitors and software systems simultaneously without interfering with professional and excellent member service
• Complete transactions for shared branch members while adhering to the CO-OP and Xtend Shared Branching network policies.
• Review all activities for compliance with established policies, procedures and regulations. Regulations include but are not limited to:
  Bank Secrecy Act / Anti-Money Laundering / Office of Foreign Assets Control regulations. Participate in annual training as required by the BSA/OFAC Compliance Officer.
• Perform miscellaneous duties such as end of day activities, filing, answering our mainline, and electronic services

• Must have High School Diploma or equivalent
• Previous financial industry experience preferred
• Must be able to learn and apply a variety of software applications
• High degree of accuracy and attention to detail
• Prior experience in a retail service environment to include cash handling and member service preferred