Virtual Service Center Agent - Meridian

ICCU•Meridian, ID

About The Position

The Virtual Service Center Agent ensures member satisfaction through courteous, accurate, and efficient service. The role interviews and qualifies members for loans of all types under Credit Union lending policies, assists with opening new accounts, and handles transactions through the online VideoChat channel. The position operates in a fast-paced, dynamic environment and focuses on helping members achieve financial success while meeting ICCU’s service standards and core values. The agent communicates with members by phone, text, and email; gathers and reviews information for loan and mortgage applications; recommends products and services; opens personal and business accounts; processes wire transfers; and researches account issues. The role also supports sales goals, communicates member needs and escalations to management, and contributes to effective department policies and procedures. Employment requires eligibility for ICCU membership and compliance with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU. The description notes that listed duties are general and may not include every work requirement.

Requirements

Knowledge of federal regulations and general lending policies.
Ability in math, and ability to use a ten-key calculator, typewriter, and computer.
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 support 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 membership at ICCU to obtain employment.
Ability to perform manual-dexterity tasks, sit for extended periods, lift 20–40 pounds of applicable supplies, perform repetitive wrist, hand, and finger movements, reach keyboards, and operate basic office machines.

Nice To Haves

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

Responsibilities

Maintain a strong focus on helping each member achieve financial success.
Ensure member experiences meet or exceed Eagle Service Standards.
Demonstrate ICCU’s core values and contribute positively to an upbeat, energetic team culture.
Communicate professionally, accurately, and promptly with members by phone, text message, and email, setting clear expectations throughout account and loan processes.
Interview members, gather complete and accurate loan application information, make recommendations to Underwriting, and manage communications throughout the process.
Review members’ financial situations and personal financial goals and make recommendations.
Interview and review mortgage applicants and hand off mortgage applications.
Gather required verification documents from members and real estate partners.
Open new accounts, certificates, IRAs, and business accounts.
Pull credit reports, analyze eligibility for business and checking accounts, and identify relevant cross-sell opportunities.
Maintain in-depth knowledge of deposit, loan, mortgage, and business products.
Research account problems and make appropriate corrections.
Cross-sell Credit Union products and services and maintain acceptable Game of Work sales goals and insurance penetration.
Keep the manager informed of member needs, product or service requests, suggestions, and escalations.
Process member wire transfers.
Assist members with transactions and questions through online VideoChat.
Perform other duties as assigned.