Virtual Financial Service Representative

Commonwealth Credit Union•Frankfort, KY

About The Position

Virtual Financial Service Representatives handle inbound and outbound communications, including web messaging and video interactions, providing informed responses and additional assistance as needed. They perform financial transactions accurately, maintain quality assurance standards, and provide exceptional member service through effective communication and follow-up. The role includes opening and closing memberships, processing loan applications, ensuring compliance with credit union policies and procedures, assisting with certificate portfolios and reporting requirements, supporting regulatory compliance, and helping team members prepare documents. Representatives professionally represent Commonwealth Credit Union and work to provide an exceptional member experience while meeting or exceeding departmental expectations. Team members are expected to embody the credit union’s Team 1 culture and its commitment to bettering lives through service, appreciating differences, fostering connections, and maintaining an inclusive environment.

Requirements

Must be able to work on Saturdays.
Must be service oriented and enjoy working with the public.
Must work effectively under stress and meet tight deadlines.
Must maintain all required licensure for offering credit union products and services.
Must communicate clearly, accurately, and professionally and complete member requests accurately and efficiently.

Responsibilities

Meet or exceed credit union quality assurance standards when handling inbound and outbound communications.
Maintain consistent availability for incoming calls and messages by planning ahead and minimizing unscheduled time away from the workstation.
Work toward sales and service goals and participate in sales development activities.
Stay informed about consumer credit trends and maintain required licensure for offering credit union products and services.
Open new memberships, checking accounts, and related products efficiently; open and close memberships as needed.
Review credit reports, identify member needs, and recommend personalized solutions aligned with member goals.
Meet individual performance metrics and contribute to departmental objectives.
Communicate clearly, accurately, and professionally with members, colleagues, and internal departments.
Complete member requests accurately and efficiently while upholding quality standards and minimizing errors.
Process loan applications and financial transactions, ensure compliance with credit union policies and procedures, and assist with certificate portfolios, reporting, regulatory compliance, and document preparation.
Provide effective communication and follow-up to deliver exceptional member service.