Virtual Member Experience Advisor

6 days ago

Philadelphia, Pennsylvania, United States American Heritage Credit Union Full time
Job Description

American Heritage Credit Union, a leading financial institution, is seeking highly skilled Virtual Member Experience Advisors to join our team. Based in Northeast Philadelphia, this role offers an exciting opportunity to deliver exceptional service to members and clients.

This position involves providing consultative actions via remote and video-based experiences, engaging with members and non-members to enhance their overall experience. As a subject matter expert, you will be responsible for offering solutions to their perceived and unperceived needs, utilizing your knowledge of credit union products and services.

Responsibilities:

  • Serve as a subject matter expert on all American Heritage deposit and loan-based products and services.
  • Engage members as their financial consultants/advisors, using your knowledge of the credit union's offerings to provide tailored solutions.
  • Fulfill lead generation requests submitted via CRM systems, such as Better Lobby.
  • Open new accounts, certificates of deposit, money market accounts, cash management accounts, IRA's, club accounts, and sharedraft accounts.
  • Process loan applications, review loan decisions, prepare supporting documentation, and compile loan documents for signature and disbursement.
  • Process requests for changes and maintenance to member accounts, check orders, debit card requests, etc.
  • Assist members with self-service technology, such as PAT, Online/Mobile Teller, Bill Pay, etc.
  • Utilize sales tracking systems, member data warehouse programs, and other tools/systems to analyze member engagement and educate them on areas of low engagement.
  • Perform member transactions through various channels, including video, phone, mail, fax, etc.
  • Prepare/assist with report compilations.
  • Achieve stated goals/objectives set-forth for positions, including closed loans, new memberships, e-services penetration, etc.
  • Effectively describe features and benefits of American Heritage's products and services to help members achieve their financial goals.
  • Interview loan applicants, process logs, and prepare loan applications using the automated loan approval system.
  • DocuSign, mail, or fax loan applications and other pertinent account applications and/or information to members and prospective members.
  • Gather background information on members through credit bureau reports and offer alternative cost-saving financial solutions.
  • Cross-sell all products/services, including loans and third-party affiliates: Insurance Services, Investment and Retirement Center (IRC), American Heritage Realty, First Heritage Financial Services, etc.
  • Ensure quality member service by enthusiastically acknowledging members and promptly assisting them.
  • Provide assistance and backup to all Contact Center advisor positions (PAT, Concierge, Member Advisor, etc.) and access all programs needed to assist the membership accordingly.
  • Maintain confidentiality of all credit union members and employee-related business.
  • Consistently maintain and improve skills and knowledge for efficient service delivery.

Qualifications:

  • Three to five years of similar or related experience, specifically at least one year of experience in a call center of a credit union or financial institution.
  • Associate's Degree in Business Administration or a related field or equivalent experience required.
  • FICEP certification (to be completed after hire date).
  • Working knowledge or ability to learn, understand, and serve as a subject matter expert on credit union products and services.
  • Extensive knowledge of Data Verity, Better Lobby, Meridian Link & Symitar.
  • Exceptional knowledge of lending products, deposit products, electronic services, and interest rates.

We offer a competitive salary commensurate with experience, an extensive benefits package, including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. Our commitment to your success is enhanced by our professional and environmentally friendly atmosphere for employees. Estimated Salary: $45,000 - $65,000 per annum, based on location and experience.

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