Virtual Services Representative

Advancial Federal Credit Union • Irving, TX

21h • $20 - $25 • Hybrid

About The Position

We’re proud to be named one of USA TODAY’s Top Workplaces, and we’ve earned the Best and Brightest Companies to Work For award for 8 years straight. Founded in 1937, Advancial is one of the oldest credit unions in the country. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions.
At Advancial, we don’t just work hard – we play hard, too. We’re a team that thrives on passion and collaboration, where every day feels like a chance to make a difference. Our culture is built on positivity, creativity, and the belief that work should be fulfilling, not just a “day job.”
The Virtual Services Representative engages members through ITM sessions, chat, email, and video to provide transactions, answer questions, and support daily financial needs. They open accounts, process loan applications for analyst review, and deliver professional, high‑quality service while using various virtual banking tools and software.

Requirements

• Associates Degree (A.A.) or equivalent from two–year College or technical school; and one year of relevant experience or equivalent combination of education and experience.

Nice To Haves

• A minimum of one year of working in a call center environment; a minimum of one year of banking experience (preferred).

Responsibilities

• Provide excellent service across virtual channels including chat, email, video, and ITM; manage incoming volume efficiently.
• Open and verify new accounts; coordinate with BSA when needed.
• Manage multiple member conversations while using internal systems and resources.
• Meet performance goals by identifying member needs and recommending products.
• Resolve issues, support Contact Center operations, and process routine transactions.
• Maintain strong product knowledge to cross‑sell and refer services.
• Be available during closures or inclement weather; remote or onsite as required.
• Use CRM to manage leads, update member data, and track goals.
• Build positive relationships with members, branches, and internal teams.
• Maintain a professional, positive culture and stay proficient with required software.

Benefits

• healthcare
• life insurance
• 401K benefits
• 3 weeks of vacation
• vacation homes in Destin, FL, and Breckenridge, CO
• 401k contribution
• pet insurance
• tuition costs (80% covered after one year)
• Advancial Life Rewards program (reimburses up to $1,000 each year for unexpected expenses)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree