Virtual Branch Advisor I

Signal Financial Federal Credit Union•Kensington, MD

1d•Hybrid

About The Position

The Virtual Branch Advisor I (VBA I) plays an integral role in delivering exceptional, relationship-focused service to members through a dynamic, digital-first banking experience. As a member of the Virtual Branch team, this position combines frontline member support with the opportunity to develop expertise in a designated service specialty area, including Member Care, Business Services, Fraud Prevention, or Outbound Services, while contributing to the overall success of the department. As the entry level within the Virtual Branch career path, the VBA I position is designed for individuals who are passionate about helping members achieve financial success, committed to delivering outstanding service, and eager to build specialized knowledge in a collaborative and innovative environment. Team members in this role develop the foundational skills, product knowledge, and service expertise necessary to grow within the Virtual Branch and advance their careers within the credit union. This position offers a unique opportunity to support members through multiple digital channels while gaining experience in a modern service model focused on convenience, expertise, and meaningful member relationships.

Requirements

High school diploma or equivalent required.
Demonstrated ability to learn and apply new information, procedures, and systems efficiently.

Nice To Haves

Prior experience in customer service, call center, or financial services environment preferred.
Experience working with digital tools, multiple systems, or virtual engagement platforms is a plus.

Responsibilities

Serve members through multiple digital channels including phone, chat, secure messaging, and video banking.
Deliver accurate, empathetic, and compliant service aligned with Signal's service standards.
Authenticate members, process account maintenance, and resolve routine service requests efficiently.
Promote digital tools and self‑service options to enhance the member experience.
Maintain availability and occupancy standards as scheduled.
Support general Virtual Branch queues when needed to ensure consistent service levels.
Follow established workflows, engagement procedures, and quality standards.
Meet established performance expectations, including occupancy, engagement volume, handle time, and quality metrics.
Actively manage workflow to balance efficiency with member care.
Use coaching feedback and performance data to continuously improve.
Adhere to all policies, procedures, and regulatory requirements.
Protect member confidentiality and handle sensitive information with discretion.
Escalate risk‑related or complex issues appropriately.