Bilingual Virtual Service Specialist

Advia Credit Union•Woodstock, IL

just now•$18 - $22•Onsite

About The Position

The Virtual Service Specialist (VSS) is accountable for delivering exceptional service to members through virtual channels including video, phone, and digital platforms. This role focuses on non-lending assistance such as account maintenance and digital banking assistance. The Virtual Service Specialist ensures a seamless, friendly, and professional experience while promoting the credit union’s core values: Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core.

Requirements

A minimum of one year up to three years of similar or related experience, including preparatory experience.
A high school degree or equivalent
Strong communication and interpersonal skills.
Comfort with digital tools and virtual communication platforms.
Ability to multitask and adapt in a fast-paced environment.
Detail-oriented with strong problem-solving abilities.
Must be capable of climbing/descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day.
Must be capable of regular, reliable and timely attendance.

Nice To Haves

Demonstrate Spanish proficiency across listening, speaking, reading, and writing, which will be assessed through formal language proficiency tests.

Responsibilities

Perform video teller transactions including deposits, withdrawals, account transfers, and account maintenance.
Assist as the primary lead for secured messaging and email requests.
Report as a back-up to chat E-services and inbound queue volume.
Assist members with digital banking tools such as e-statements, mobile app setup, and online account access.
Respond to member inquiries via phone, video, and email with professionalism and accuracy.
Troubleshoot and resolve account-related issues, escalating when necessary.
Advance credit union initiatives by participating in outbound campaigns related to service enhancements and member education.
Deliver consistent, high-quality service that reflects the credit union’s mission and values.
Identify opportunities to enhance the member experience through proactive engagement and education.
Maintain confidentiality and compliance.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.