[Hiring] Virtual Experience Advocate @Unitus Community Credit Union

Role Description

At Unitus, each employee has an opportunity to make a difference for our members. The Virtual Experience Advocate (VEA) provides a full range of sales, service, advisory, and problem-resolution activities through video, phone, chat, secure messaging, and other remote channels.

• Assists consumer and business members and non-members with intermediate level financial transactions, account maintenance, account origination, lending solutions, digital banking support, and consultative interactions.
• Delivers a seamless and personalized experience across all member touchpoints.
• Serves as a universal advocate capable of supporting member needs across multiple engagement channels.
• Flexes between service channels based on member demand, coverage needs, and organizational priorities.
• Takes ownership of intermediate member needs and coordinates solutions through resolution whenever possible.
• Obtains guidance from Senior VEAs, Digital Support, or management to resolve complex issues.
• Works collaboratively within the Remote Experience team and other business units to resolve member needs, support service excellence, identify opportunities for improvement, and ensure compliance with credit union policies and regulatory requirements.
• Actively supports department and organizational success by collaborating within the team, sharing expertise, assisting with service channel coverage, and contributing to a seamless member experience.

This position can be worked from home or based from one of our hub buildings, Tigard, Woodburn, Mill Plain. Unitus remote employees must live in OR or WA.

Qualifications

• High School diploma or equivalent certificate.
• Minimum of two years of experience in a credit union, banking, financial services, or comparable service environment.
• Minimum of one year of experience providing sales, service, lending, or account-related support in a customer-facing role.
• Experience utilizing multiple systems, technologies, and resources to research, process, and resolve member or customer inquiries.
• Experience supporting digital banking platforms, online services, or virtual member interactions preferred.
• Experience utilizing knowledge management systems, AI-enabled tools, or emerging technologies preferred.
• Bilingual English/Spanish preferred.

Requirements

• Provide exceptional member experience by delivering timely, accurate, and personalized sales, service, and advisory support across video, phone, chat, secure messaging, and other Remote Experience channels.
• Build and deepen member relationships through meaningful, consultative conversations that identify financial needs, uncover opportunities, and provide appropriate solutions.
• Contribute to department and organizational success by maintaining current knowledge of credit union products, services, procedures, policies, and regulatory requirements.
• Assist members and non-members with intermediate activities such as consumer and business account opening, account maintenance, lending, transactions, digital banking support, and problem resolution.

Benefits

• Medical + Dental + Vision
• Flexible Spending Accounts + HSA
• Employees accrue up to 20 days of Paid Time Off (PTO) during their first twelve months of employment
• Unitus recognizes 12 paid holidays per year
• 401(k) Retirement Savings
• Annual Incentives (*eligibility dependent)
• Employee Assistance Plan
• Tuition Reimbursement
• Student Loan Debt Repayment
• Transit & Parking benefits
• Paid Volunteer Time Off