[Hiring] Virtual Service Representative @FivePoint Credit Union External

Role Description

Responsible for providing a wide range of real-time member service transactions from a centralized location through video, phone, and chat transmission via the credit union’s eService platform. Provides professional, prompt, and courteous service and respects the confidentiality of members, while performing a variety of services including:

• Opening and closing accounts
• Renewing term share accounts
• Assisting members with bookkeeping and checking account problems
• Maintaining and organizing various files, forms, and records
• Answering member questions regarding Credit Union services
• Performing a variety of account maintenance
• Cross-selling services
• Performing related clerical duties as required
• Assisting or referring members with all questions or problems that arise
• Attending to telephone inquiries and transactions for members
• Performing most complex Teller functions as needed

Virtual Service Representatives must be comfortable and proficient with technology devices and services and able to effectively communicate with members through video in a professional member-engaging manner.

Qualifications

• High school graduate or equivalent is required
• Knowledge of the fundamentals of quality customer service
• Currency and check handling knowledge
• Minimum six months customer service experience
• Excellent interpersonal, public relations, and communication skills
• Comfortable and proficient with technology devices and services
• Professional appearance and attitude
• Ability to operate related computer applications and business equipment
• Good typing/data entry skills
• Solid math and bookkeeping abilities

Requirements

• Basic understanding of financial operations is strongly preferred
• Good understanding of member services and products provided
• Understanding of member bookkeeping procedures
• Minimum two years customer service experience preferred
• Minimum six months new accounts experience preferred
• Strong experience handling currency and checks preferred
• Related office experience and previous customer service contact preferred

Physical Activities and Requirements of This Position

• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
• Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• Grasping: Using fingers and palm on an object
• Feeling: Perceiving sensual characteristics of objects including size, shape, texture, temperature, etc. through touch
• Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers
• Average Hearing: Able to hear average or normal conversations and receive ordinary information
• Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery
• Physical Strength: Sedentary work; sitting most of the time. Requires the ability to be on the telephone and on video for long periods of time

Working Conditions

• No hazardous or significantly unpleasant conditions (such as in a typical office)