Digital Services Virtual Representative I

Role:

The primary role of this position is to be the key partner to our members financial journey and to help further the Credit Union's commitment to strengthening our communities and expand our current membership. To achieve this mission, the position must deliver high-quality service to both internal and external members. The primary role of the Virtual Representative I is to engage members via the Interactive Teller Machine (ITM.) This includes but is not limited to: handling requests for balance information, transfers, loan payments, account research, product information, and customer service on deposit and loan accounts. The Virtual Representative I is seeking out opportunities to expand our members' relationship with the credit union.

Essential Functions & Responsibilities:

E

50%

Assumes responsibilities for the efficient, effective, and accurate performance of the teller functions to be processed using the ITM. Provide accurate information regarding products and services. Receive and process member financial transactions, including deposits, withdrawals, loan payments, redeeming savings bonds, account transfers, ATM deposits, mail payments, etc. Balances Symitar and NCR daily at the end of each shift.

E

15%

Cross-sells all credit union products, including savings, checking, certificates, money market accounts, loans, credit cards, home equity, text alerts, mobile and online banking, e-statements, direct deposit, ODP, bill pay, and Silverstar Financial. Assumes responsibility for the effective and professional performance of member service functions. Prepare and/or reviews all documents for thoroughness and accuracy.

N

10%

Mitigate any potential fraud losses through validating and identifying members prior to conducting transactions. Adhere with Regulation CC and KYC in order to demonstrate compliance with BSA policies and procedures.

N

5%

Possible use of other communication services such as CFFCU Live, email, chats and texts.

N

10%

Actively use Synapsys CRM platform for managing and reviewing account notes and history.

N

5%

Perform file maintenance as needed. Re-scan non credited checks, and mail room transactions.

N

5%

Provide exceptional member service relative to Net Promoter Surveys.

N

5%

Other duties as assigned.

Performance Measurements:

1.

To practice, promote, and support the Vision, Mission, and Core Values of the CU and to ensure they are carried out by each employee.

2.

Responsible for maintaining compliance with all required regulations and policies, especially with BSA and OFAC policy and procedures. Must maintain compliance with Reg CC, MIP/CIP, and Reg Flags. Must be well versed in Regulations such as: REG CC, BSA, OFAC, Reg B, Reg Z and MIP (CIP).

3.

To achieve or exceed the established sales and service goals by establishing and maintaining member relationships.

4.

To provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. Answering phone calls or Interactive Teller Kiosk promptly and responding to correspondence within one day.

5.

To consistently balance cash drawer and/or daily transactions with total outages not to exceed $500 per annual review period. Corrective Action guidelines based on data listed below: 
 -Verbal warning up to 2 occurrence
 -Written warning up to 3 occurrences
 -Final Written warning up to 4 occurrences
 -Probation up to 5 occurrences
 -Termination of $500 or greater or up to 6 occurrences

6.

To process member transactions with minimal errors and direct all phone calls to the appropriate person with minimum transfers.

7.

Must be available to work a minimum of 2 Saturdays per month.

Knowledge and Skills:

Experience

One month to twelve months of similar or related experience. 

Education

A high school education or GED. 

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Employees should find every opportunity to writing good into the life stories of those around us. 

Other Skills

Excellent listening and verbal communication skills. Must be able to effectively and efficiently assist members via the telephone and Interactive Teller Kiosk. Also, must be able to follow and adhere to previously set guidelines, standards, and procedures. Ability to accurately operate a 10-key calculator and keyboard necessary. 

Physical Requirements

While performing the duties of the job, the employee is regularly required to stand, sit, walk, stoop, kneel, talk and hear. 
 Vision requirements include: close vision and the ability to focus. Nature of the position requires physical mobility and the ability to lift a maximum of 30 pounds. 

Work Environment

Full-time employees are required to complete (16) hours of volunteerism and (8) hours for Part-time employees. All volunteer time has to be approved prior to event. In addition, needs to benefit or have an impact in Harris County.