Virtual Teller

GTE Financial•Remote - Florida, FL

1d•Remote

About The Position

GTE Financial is seeking a customer-focused problem solver for a Member Experience Advocate I role on its Member Care Team. The team is expected to take ownership and accountability for creating an environment that supports innovation and delivers a remarkable member experience. Employees are also encouraged to participate in their professional development, their department and organization, and the community. The position manages inbound calls and/or virtual teller sessions and helps members with checking and savings accounts, transaction research, and balance inquiries. It identifies member needs, makes quality loan referrals, gathers and analyzes information, and explains relevant products and services to support one-point resolution. The role also requires learning virtual banking products and technology, following credit union policies and applicable regulations, completing training, and working toward individual, team, and organizational goals. This is a full-time position defined as remote in nature, although management may change the arrangement with appropriate notice if possible. The listed location is GTE Headquarters in Downtown Tampa. Department hours are Monday through Friday, 9:00 a.m. to 6:00 p.m., and Saturday, 9:00 a.m. to 1:00 p.m. Additional hours may be required to accomplish objectives, goals, and projects. Remote or hybrid work requires a quiet workspace, power and high-speed internet over 100 MB, and video capability (1.5 Mbps up and down recommended). Candidates must satisfy technical requirements before the first day of training. Hybrid candidates must live within driving distance and be able to commute to the office as needed. Some positions require meeting performance standards to qualify for alternative work arrangements.

Requirements

High school diploma or equivalent from an accredited institution.
Minimum 1–3 years of experience or a combination of education and experience.
Previous customer service, banking, and/or call center experience.
Ability to learn and use virtual banking technology.
Working knowledge of Word, Excel, and Explorer; 10-key skills.
Functional knowledge of the Bank Secrecy Act and applicable federal laws, including the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act.
For remote or hybrid work, a quiet workspace, power, high-speed internet over 100 MB, and video capability; technical requirements must be met before the first day of training.
Hybrid candidates must live within driving distance of the office and be able to commute as needed.

Nice To Haves

Some college preferred.
Bilingual English/Spanish preferred.

Responsibilities

Manage inbound calls and/or virtual teller sessions.
Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
Make quality loan referrals based on member needs to increase member engagement.
Gather information, analyze facts, and educate members on appropriate products and services to provide one-point resolution.
Support members and teammates by being timely, prepared, and ready to assist with a positive attitude.
Present information effectively in one-on-one and small-group situations with members and employees.
Learn and access products through virtual banking technology.
Follow and stay updated on Member Care and credit union procedures and policies.
Learn additional tasks through training and/or the knowledgebase to advance to Member Experience Advocate II.
Work toward individual, team, and organizational goals.
Communicate consistently with the leadership team.
Participate in team, organizational, and community initiatives.
Complete required training in a timely manner and maintain current knowledge of applicable compliance rules and regulations through assigned training.
Apply functional knowledge of the Bank Secrecy Act and other applicable federal laws, including the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act.