Virtual Branch Service Representative (Call Center)

Title: Virtual Branch Services RepresentativeReports to: Virtual Branch Services Supervisor or ManagerSupervises: NoneStatus: Non-ExemptObjectiveThe Virtual Branch Services Representative will provide sales and service support for Member-based business. In doing so, the Associate will provide superior service on a compliant basis for all inbound/outbound Member activity that results from Member calls, e-mail, and Internet activity.Duties and Responsibilities- Professionally service Member activity associated with loan and deposit services: - Provide accurate information for all products and services, as well as the status of all Member accounts - Open new membership and deposit accounts - Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service - Cross-sell alternative or additional services where they best fit the Member's needs - Provide basic financial services advice to Members that promotes their financial well-being- Provide a superior level of support for all MSRs and lending staff: - Assist in the development of competitive and/or Member information that will support sales initiatives - Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service - Assist other MSRs and lending staff based on work requirements- Meet or exceed all service and productivity goals established for this position- Maintain an up to date status of all sales support and processing activity with routine reporting to management- Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures- Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures- On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs- Must be able to relate to other people beyond giving and receiving instructions: - Can get along with coworkers or peers without exhibiting behavioral extremes - Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others - Respond appropriately to criticism from a supervisor- Performs other duties as required by managementRequired Qualifications- High school diploma or equivalent education and experience- Prior experience in a customer service role- Strong organizational skills and attention to detail- Must value a high degree of accuracy and speed- Professional demeanor and ability to be

Created: 2025-10-04