Virtual Service Center Agent (Spanish Preferred) - Chubbuck

ICCU•Chubbuck, ID

12d

About The Position

The Virtual Service Center Agent ensures member satisfaction by providing courteous, accurate, and efficient service through the online VideoChat channel. The role interviews and qualifies members for loans of all types under Credit Union lending policies, assists with opening personal and business accounts, and supports member transactions. The agent works in a fast-paced, dynamic environment and helps members pursue financial success while meeting ICCU’s service standards and core values. The position requires professional communication with members by phone, text, email, and VideoChat, along with product knowledge across deposit, loan, mortgage, and business offerings. The agent contributes to an energetic team culture, supports sales and service goals, and maintains confidentiality and compliance with applicable requirements. Applicants must be eligible for ICCU membership to obtain employment.

Requirements

Bachelor’s degree or equivalent experience is preferred.
One to two years of sales or customer service experience is preferred.
Knowledge of federal regulations and general lending policies.
Ability with math, a ten-key calculator, typing, and computers.
Excellent communication and people skills.
Ability to maintain the confidentiality of Credit Union and member records.
Good knowledge of Credit Union services.
Demonstrated cooperative and positive attitude toward members and Credit Union staff.
Professional appearance, attendance, and quality and quantity of work.
Self-motivation and willingness to continually expand knowledge of the financial industry.
Ability to take the lead in creating and shaping policies and procedures that contribute to department efficiency, quality, and pride.
Willingness to comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU.
Must be eligible for ICCU membership to obtain employment.
Ability to perform tasks requiring manual dexterity, including paperwork processing, filing, stapling, sorting, collating, typing, and counting cash.
Ability to sit for extended periods and lift 20–40 pounds of applicable supplies.
Ability to perform repetitive wrist, hand, and finger motions and reach keyboards.
Ability to operate basic office machines, including a calculator, computer, telephone, copy machine, and fax machine.

Nice To Haves

Spanish preferred.
Bachelor’s degree or equivalent experience preferred.
One to two years of sales or customer service experience preferred.

Responsibilities

Help members achieve financial success and ensure experiences meet or exceed Eagle Service Standards.
Communicate professionally, accurately, and promptly with members by phone, text, email, and VideoChat, setting clear expectations throughout account and loan processes.
Interview members, gather complete loan application information, make recommendations to Underwriting, and manage related communications.
Review members’ financial situations and goals and make recommendations.
Interview and review mortgage applicants, hand off mortgage applications, and obtain verification documents from members and real estate partners.
Open personal accounts, certificates, IRAs, and business accounts.
Pull credit reports and assess eligibility for business and checking accounts, identifying applicable cross-sell opportunities.
Maintain in-depth knowledge of deposit, loan, mortgage, and business products.
Research and correct member account problems.
Cross-sell Credit Union products and services and meet acceptable Game of Work sales goals and insurance penetration levels.
Keep the manager informed about member needs, product or service desires, suggestions, and escalations.
Process member wire transfers.
Assist members with transactions and questions through the online VideoChat channel.
Comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU.
Perform other duties as assigned.