Full-time Virtual Service Representative, Clerk I

POSITION SUMMARY

Responsible for providing a wide range of real time members 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 and assisting members with bookkeeping and checking account problems. Responsible for maintaining and organizing various files, forms, and records. Answers member questions regarding Credit Union services provided and performs a variety of account maintenance. Cross-sells services and performs related clerical duties as required. Assists or refers members with all questions or problems that arise. Attends to telephone inquiries and transactions for members. Performs 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.

ESSENTIAL JOB DUTIES

Assumes responsibility for the effective, efficient and professional performance of Member Service functions.

Assumes responsibility for the effective, efficient and professional performance of teller functions. 

Assumes responsibility for establishing and maintaining effective, professional business relations with members.

NON-ESSENTIAL JOB DUTIES

Assumes responsibility for establishing and maintaining effective communication, coordination and working relationships with area personnel and with management.

Assumes responsibility for related duties as required or assigned.

MINIMUM QUALIFICATIONS

Education/Certification:     

• High school graduate or equivalent is required.

Required Knowledge:        

• Knowledge of the fundamentals of quality customer service. 


• Currency and check handling knowledge.   

Experience Required:            

• Minimum six months customer service experience.

Skills/Abilities:                        

• Excellent interpersonal, public relations and communication skills.


• 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.


• Professional appearance and attitude.


• Ability to operate related computer applications and business equipment including personal computer, and telephone.


• Good typing/data entry skills.


• Solid math and bookkeeping abilities.

PREFERRED QUALIFICATIONS

Education/Certification: 

• None

Preferred Knowledge:        

• Basic understanding of financial operations is strongly preferred


• Good understanding of member services and products provided.


• Understanding of member bookkeeping procedures.

Experience Preferred:             

• Minimum two years customer service experience.


• Minimum six months new accounts experience.


• Strong experience handling currency and checks. Related office experience and previous customer service contact is preferred.

Skills/Abilities:                        

• None

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. (Almost all office jobs)

WORKING CONDITIONS

 None:   No hazardous or significantly unpleasant conditions (such as in a typical office).