Company Overview
At St. Cloud Financial Credit Union, we are passionate about our vision to make a meaningful difference through human connection. Each employee will demonstrate our core values and mission: To make a difference for all, we advocate for people through a member-focused culture, an enthusiastic employee environment, and purposeful action within our community.
Description
The ITM/Virtual Member Advisor 1 is responsible for building relationships with members by assisting with a variety of needs through an on-screen video experience, primarily through Interactive Teller Machines (ITMs). Responsibilities include but are not limited to: processing transactions, assisting with account-related needs, and providing education on credit union products and services. This role is primarily virtual but may provide in-person support as needed.
The ITM/Virtual Member Advisor 1 must proactively engage in professional, positive, and productive communication with members while following credit union policies and procedures. This high-contact position thrives in a fast-paced, member-focused environment and helps set St. Cloud Financial Credit Union apart from the competition by making a meaningful difference with members, representing the credit union in a positive and professional manner.
- Make meaningful connections with members through virtual interactions to build relationships that move beyond single transactions. Actively manage traffic and workflow to ensure members are given efficient service and know that their time is valued.
- Create a professional, courteous, and friendly virtual environment where you exceed member expectations. Follow up on all interactions when appropriate.
- Proactively work to earn our members’ business by learning about their goals and offering products and services that meet their needs.
- Develop and maintain a thorough understanding of policies, procedures, and regulations that affect the position, and solid knowledge of credit union products, services, and delivery channels. Share expertise with co-workers and members.
- Accurately process member transactions through ITMs and virtual platforms. Assist with opening new accounts, resolving basic account issues, and ensuring compliance with balancing policies. Provide occasional in-person support as needed.
- Build relationships with co-workers and strive to make this a desirable place to work. Take ownership in co-worker interactions, create solutions to resolve problems, and build respectful working relationships. Be open to feedback, new ideas, and process improvements.
Interpersonal Skills
Work involves frequent contact with members through virtual platforms, requiring courtesy, diplomacy, and tact. Must be able to build trust and establish rapport without in-person interaction.
Other Skills
Prior sales/retail or service industry experience. Demonstrated customer service skills and sales attitude. Thorough knowledge of credit union products and services, with emphasis on deposit accounts. Position requires the ability to proactively approach members, identify their needs, and cross-sell credit union products and services. Ability and willingness to continue developing sales, member service, and product/service skills and knowledge is important. Good communication skills are essential.
Pay: $16.34 - $19.31 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Work Location: In person
