Interactive Specialist (Video Personal Banker)

Chartway Federal Credit Union•Virginia Beach, VA

About The Position

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities. The Interactive Specialist is responsible to the Interactive Manager for providing timely and exceptional support experiences to members. Team members will work in a fast paced, dynamic video call center environment supporting members and staff by video, chat and email. The role focuses on assisting members with their financial needs via the Video Banking platform while providing a consistent approach to service delivery, timely and accurate execution of processes and achieving desired experience goals. Responsible for accurately assisting members with their financial transactions on share and loan accounts as requested and providing information to members regarding membership, new accounts, loans and all other services of the Credit Union through the Direct Teller Machines.

Requirements

Associates degree or equivalent experience
Three to five years of financial services experience that include support or branch operations roles
Proven track record of progressed responsibility, demonstrating ability to master roles and assignments
Candidates must have a good credit history for consideration.
Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.

Responsibilities

Provide engaging member-centric service to members virtually via Video Banking Solution
Professionally provide first call resolution by assisting members and potential members with requests; answer questions about products and services including loan products; recommend products that will benefit the member.
Producing a pro-rata portion of assigned sales goals
Demonstrating the ability to optimize member contacts by meeting immediate need and uncovering additional opportunities to serve the member
Utilizing “available” time efficiently, consistently maintaining low “work” and “unavailable” percentages while meeting interaction performance standards
Complying with all member verification processes and transaction processing guidelines to mitigate risk and protect the member and the credit union for fraud or loss.
Sales and service responsibilities include identifying opportunities to sell credit union products; meeting/exceeding aggressive sales, cross-sell and funding goals; providing prompt, accurate and courteous responses to members; making financial recommendations; processing various complex financial transactions; effectively educating members basic financial literacy components and Chartway’s products and services
Processing transactions using Video Banking solution - deposits, withdrawals, loan payments, opening accounts, loan applications, etc.
Building relationships with members
Problem solving issues that may occur with software
Provides timely, accurate and energetic support to members
Responds to internal and external requests via telephone, email, fax or written correspondence relating to products, policies, procedures and credit union services
Review and monitor e-Funds alerts for possible fraudulent activity, research reinvestigation requests and correct discrepancies
Deliver an exceptional member experience through ITM technology. The experience will include accurate and efficient transaction processing and friendly and professional service delivery.