Call Center - Virtual Member Experience Advisor - Financial Account Specialist
Job title: Call Center - Virtual Member Experience Advisor - Financial Account Specialist in Philadelphia, PA at American Heritage Credit Union
Company: American Heritage Credit Union
Job description: American Heritage Credit Union, a $5 billion credit union, has an immediate opening available for our new Virtual (Video) Member Experience Advisor Division! This position is based out of our Main office in Northeast Philadelphia!These advisors will provide a premier level of service to members, clients, and associates of American Heritage Credit Union to enhance the overall member experience. Engage with members/non-members through needs-based/consultative actions via remote and video-based experience.RESPONSIBILITIES INCLUDE:
- Serve as a subject matter expert as it relates to all American Heritage deposit and loan-based products and services.
- Serve as a subject matter expert as it relates to American Heritage electronic/mobile offerings which includes but is not limited to: Online/Mobile Teller functionality, Bill Payer, Quick Pay, e-Pay, etc.
- Engage members as their financial consultant/advisor using knowledge of the credit union's products/services to provide solutions to their perceived and unperceived needs.
- Fulfill lead generation requests submitted via customer relationship management (CRM), Better Lobby, etc.
- Open new accounts, certificates of deposit, money market accounts, cash management accounts, IRA's, club accounts, and sharedraft accounts. Complete necessary documentation for ACH and payroll deductions, input mortgage applications and cross-sell products and services to meet member financial needs/goals.
- Process loan applications, input data, review loan decisions and options with member, prepare supporting loan documentation, compile loan documents for signature and disbursement ensuring accuracy and completeness of loan, and process denials as necessary.
- Process requests for changes and maintenance to member accounts, check orders, debit card requests, etc.
- Assist members with how to use self-service technology (eg. PAT, Online/Mobile Teller, Bill Pay, etc.).
- Utilize sales tracking systems, member data warehouse programs, as well as other tools/systems (eg. Data Verity, Better Lobby, etc.) to analyze members' engagement with the credit union and educate members in areas of low engagement.
- Perform member transactions through a variety of channels which includes but is not limited to video, phone, mail, fax, etc.
- Prepare/assist with report compilations
- Achieve stated goals/objectives set-forth for positions which includes but is not limited to closed loans, new memberships, e-services penetration, etc.
- Effectively describe features and benefits of American Heritage's products and services so members may realize how their financial goals can be met.
- Interview loan applicants, process logs, and prepare loan applications using the automated loan approval system and distribute to loan officers for their approval.
- 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 obtaining credit bureau reports and offering alternative cost-saving financial solutions to members while enhancing relationships and providing ultimate member service.
- 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.
- Assure quality member service by enthusiastically acknowledging members and ensuring they are promptly and professionally assisted.
- 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.
- Keep all credit union members and employee-related business in strictest confidence.
- Consistently maintain and improve skills and knowledge for efficient service delivery.
- 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 the equivalent experience required.
- Must be flexible and available to work Call Center hours of operation: Monday-Friday 7:00 a.m. to 7:00 p.m. and rotating Saturdays 9:00 a.m. to 3:00 p.m.)
- FICEP certification (to be completed after hire date).
- Working knowledge or the 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.