Bilingual Virtual Service Specialist

Advia Credit Union•Woodstock, IL

14h•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.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
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.
Must be able to perform job functions with supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be able to perform basic mathematical calculations with extreme accuracy.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on confidential matters.

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.