Virtual Experience Advocate
About The Position
The Virtual Experience Advocate (VEA) provides a full range of sales, service, advisory, and problem-resolution activities through video, phone, chat, secure messaging, and other remote channels. This position assists consumer and business members and non-members with intermediate level financial transactions, account maintenance, account origination, lending solutions, digital banking support, and consultative interactions while delivering a seamless and personalized experience across all member touchpoints. The VEA serves as a universal advocate capable of supporting member needs across multiple engagement channels. This role flexes between service channels based on member demand, coverage needs, and organizational priorities, ensuring a consistent member experience regardless of how a member chooses to engage with the credit union. Through a One Engagement approach, the VEA takes ownership of intermediate member needs and coordinates solutions through resolution whenever possible; obtains guidance from Senior VEAs, Digital Support, or management to resolve complex issues. The VEA works collaboratively within the Remote Experience team and other business units across the credit union to resolve member needs, support service excellence, identify opportunities for improvement, and ensure compliance with credit union policies and regulatory requirements. The VEA actively supports department and organizational success by collaborating within the team, sharing expertise, assisting with service channel coverage, and contributing to a seamless member experience regardless of where a member begins their journey ensuring our commitment for unparalleled service – the kind that creates the Unitus difference. Our strong team of leaders, outstanding culture, above market benefits, continuous involvement in the communities we serve, and competitive pay programs make Unitus an excellent place to contribute and grow your talents.
Requirements
- High School diploma or equivalent certificate.
- Minimum of two years of experience in a credit union, banking, financial services, or comparable service environment that includes assisting members or customers with financial products, transactions, or problem resolution.
- Minimum of one year of experience providing sales, service, lending, or account-related support in a customer-facing role.
- Experience utilizing multiple systems, technologies, and resources to research, process, and resolve member or customer inquiries.
Nice To Haves
- Experience supporting digital banking platforms, online services, or virtual member interactions preferred.
- Experience utilizing knowledge management systems, AI-enabled tools, or emerging technologies preferred.
- Bilingual English/Spanish preferred.
Responsibilities
- Provide exceptional member experience by delivering timely, accurate, and personalized sales, service, and advisory support across video, phone, chat, secure messaging, and other Remote Experience channels.
- Build and deepen member relationships through meaningful, consultative conversations that identify financial needs, uncover opportunities, and provide appropriate solutions.
- Contribute to department and organizational success by maintaining current knowledge of credit union products, services, procedures, policies, and regulatory requirements.
- Assist members and non-members with intermediate activities such as consumer and business account opening, account maintenance, lending, transactions, digital banking support, and problem resolution while demonstrating Unitus' Mission, Shared Values, and commitment to service excellence.
Benefits
- Medical + Dental + Vision
- Flexible Spending Accounts + HSA
- Employees accrue up to 20 days of Paid Time Off (PTO) during their first twelve months of employment
- Unitus recognizes 12 paid holidays per year
- 401(k) Retirement Savings
- Annual Incentives (eligibility dependent)
- Employee Assistance Plan
- Tuition Reimbursement
- Student Loan Debt Repayment
- Transit & Parking benefits
- Paid Volunteer Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
