Remote VIRTUAL SUPPORT SPECIALIST bei None

POSITION DESCRIPTION:

VIRTUAL SUPPORT SPECIALIST

Department:      MEMBER SUPPORT

Classification:    Non-Exempt 

Reports to:         Member Support Manager

GENERAL DESCRIPTION: 

ESSENTIAL FUNCTIONS: 

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

1. Provides secure and accurate service in a timely manner to members who contact the credit union through virtual channels such as chat, email, and online message.
2. Works independently to accurately complete daily responsibilities in support of Credit Union goals.
3. Offers effective solutions to resolve member concerns/needs while maintaining positive problem-solving skills
4. Log accurate, detailed notations on all communications with members via Corelation
5. Reactively engage with current and prospective members via Glia chat to assist with any inquiries; these engagements may need to be upgraded to a phone call
6. Uncover additional services that a member’s relationship will benefit from; cross sell these products and services
7. Respond to member emails, online messages and escalated tickets in a timely manner
8. Staying well versed on CTFCU procedures and policies by participating in continuing education programs; protecting our members by ensuring confidentiality, safety, and security of all information
9. Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
10. Adheres to the Credit Union's core values in carrying out Carolinas Telco’s mission and vision.

1. Demonstrate results within the Virtual Support Specialist scorecard, consisting of operational efficiency, interaction quality, leads and referrals, engagements, production, Netpromoter Surveys, etc. 
2. Exhibits ongoing commitment to achieve and demonstrate our organizational core values
3. Exhibits ongoing commitment to the enactment of organizational core values.  

QUALIFICATIONS

1. Excellent interpersonal, verbal and written communication and customer service skills 
2. Effective organizational, multi-tasking, and time management skills
3. 1-2 years’ experience in proven successful sales, cross selling, customer service; degree in banking or other finance a plus
4. Adapts well in a fast-paced, sales and deadline driven environment and excels under pressure

DISCLAIMER AND ACKNOWLEDGEMENT

Position descriptions possess the essential functions and basic duties of the role.   Peripheral tasks may have been excluded.   Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements contained above be interpreted as all inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.   Position descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.   Employees can be terminated for any reason not prohibited by law. Equal Opportunity Employer: M/F/Disability/Veteran.

I have received a copy of the above position description and understand the role’s expectations for performance. I understand that should I have questions or need additional directions, it is my responsibility to seek clarification and/or assistance from my direct supervisor.