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Advancial Federal Credit Union Member Virtual Representative in Irving, Texas

Founded in 1937, Advancial is one of the oldest and largest credit unions in the country. We are an established and proactive full-service financial institution providing personal, convenient and advanced financial services to individuals and select group partners. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions.

At Advancial, we always strive to provide the best service and products to our members because we love what we do. We work together to build a culture that promotes a positive employee experience. We’ve been named a Best Company to Work for in Texas for nine consecutive years and a Best and Brightest Company to Work For nationally and locally because we’re serious about building fulfilling careers and not just day jobs.

We invite you to learn more about this position and what Advancial has to offer by completing our online application.

Advancial Federal Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters

Advancial Federal Credit Union participates in the Electronic Employment Verification process. Please click here for more information.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please complete the form below. If you’d like to view a copy of the company’s affirmative action plan, please complete this form.

Must be in the Dallas-Fort Worth Metropolitan area to be considered.

SUMMARY The Member Virtual Representatives (MVR) responsibilities include engaging with customers through a variety of support channels, which may include incoming Interactive Teller Technology (ITM) sessions, transactions, email, and/or online web or video chat. The MVR is responsible for providing customer transaction services using video banking software, and represent Advancial well by presenting a positive, professional image, and meeting or exceeding customer expectations. The MVR will handle member's daily credit union needs, provide account information, assesses loan needs, respond to loan questions, and prepares applications for credit analyst. The MVR must have strong familiarity with computer software and programs, which includes, but not limited to chat, and email software/programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Communicates with customers via video banking software.

  • Effectively multi-tasks between several different customer conversations, while simultaneously using resources such as the web site, personal customer account screens, and any and all supplemental reference materials to answer customer inquiries

  • Responsible for working the MSC Inboxes, and Secure Messaging inbox.

  • Evaluates conversations and asks questions to clarify the customers’ needs.

  • Provides accurate information and resolutions to customers in a timely manner.

  • Responds to customer emails.

  • Additional tasks may include tasks related to the operations of the Member Service Center including: Answers questions regarding loan product rates and terms, etc. answering telephone and processing daily transactions (or services) for members such as balance inquiry, transfer of funds, history information, stop payments or photocopy of check(s), etc. Opens and closes new accounts, processes address changes, process wire transfer requests, processes stop payments, orders checks, performs research and resolves member concerns. Posts deposits, loan payments and credit card payments. Issues debit cards, and troubleshoots on-line banking. These additional tasks may be during down time, or as management sees fit.

  • Maintains working knowledge of the features and benefits of all credit union products and services to enable effective cross-selling, especially Advancial loan, and checking account products.

  • Be available to work during times of company closure due to inclement weather. Options include, working remotely or being available to commute to the office. Local overnight stays may be required.

  • Practices The Member Advantage methodology to assist members, resolve member complaints, and build and strengthen relationships with members and employees.

  • Maximizes service opportunities for current and prospective members and enhances communication through the daily use of PRISM. Manages leads and referrals, updates member demographic data and communications with contacts. Tracks sales and incentive goals. Uses organizational tools in the PRISM Calendar. Recommends next best product from marketing campaigns to generate cross sell opportunities.

  • Ensures positive relationships with the branches, internal departments and external partners.

  • Responsible for maintaining a working knowledge of computer equipment and software required including Microsoft Word, Excel, etc.

EDUCATION and/or EXPERIENCE

Associates Degree (A.A.) or equivalent from two–year College or technical school; and one year of relevant experience or equivalent combination of education and experience. A minimum of one year of working in a call center environment; a minimum of one year of banking experience (preferred).

COMMUNICATION SKILLS

  • Ability to read and comprehend simple instructions, short correspondence, and memos

  • Fast and accurate typing skills are an absolute requirement.

  • Strong written communication skills, including spelling, grammar and sentence structure, needed to interact online in a conversational manner that promotes dialogue and establishes rapport.

  • Analytical and judgment skills that allow interpretation of customer inquiries that are not always clearly articulated.

  • Ability to multitask 2-3 online chat conversations with customers simultaneously.

Street: 100 E. Royal Ln.

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