Senior Virtual Branch Member Service Advisor | 9th

Job Description

Posted Monday, March 24, 2025 at 8:00 AM

Final date to receive applications is 5 days after the date the role was posted.

Thank you for your interest in Bellco Credit Union!

We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.

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LOCATION: Corporate/Branch DIVISION: Branch Sales & Service

The Virtual Branch Member Service Advisor is responsible for providing exceptional member service and building lasting relationships through remote channels. This role encompasses a wide range of banking services, including deposit and loan account openings, needs-based financial consultations, and adherence to all regulatory and credit union policies. The ideal candidate will be a highly motivated, tech-savvy individual with a strong commitment to member satisfaction and a passion for helping members achieve their financial goals.

Reports to:

Virtual Branch Manager

Contacts:
Credit union members, other credit union departments, credit union officials and appropriate external financial service providers

Education:

High school graduate or equivalent work experience is preferred

Experience:

Two years of sales and three years of customer service experience and/or demonstrating in current Bellco role the ability to consistently meet and exceed sales and service goals. Lending experience preferred.

Skills:

Ability to interact with others in a positive manner both in person, by email and by phone using strong, oral and written, communication skills.

Ability to accurately and efficiently enter data and update member financial records.

Ability and willingness to identify needs and sell appropriate products and services.

Bilingual (Spanish) strongly preferred.

Additions or modifications to these requirements may be made as needed to maintain high service standards.

Equipment:
On-line computer terminal keyboard and visual monitor, calculator, copy machine, fax machine, telephone, computer printer.

• Demonstrates Bellco’s WOW philosophy in all interactions with members, prospective members, vendors, visitors and personnel in other Bellco departments.
• Delivers a consistently positive and personalized member experience through phone, video, and other virtual communication channels.
• Identify cross-sell opportunities by conducting thorough financial assessments to understand member financial goals and recommend appropriate solutions.
• Analyze credit bureau reports and/or member profiles to accurately identify member financial needs and sales opportunities.
• Assists members via inbound phone calls from members with inquiries about lending solutions and borrowing needs. Products include Home Equity loans, auto loans and other consumer loans.
• Understands and communicates key features and benefits of all Bellco products and services to members and deepens member relationships by matching products to meet members’ needs and referring members to the appropriate team member/partner if necessary.
• Proactively addresses member inquiries and resolves issues efficiently and effectively.
• Handles online new account decisioning determining potential risk for monetary loss/fraudulent activity and onboarding new members by deepening member relationships by cross-selling products and services.
• Accesses and navigates devices and systems including TELLER phone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
• Opens and maintains personal, estate and business accounts for potential and existing members following the established account opening procedures.
• Completes IRA, HSA and Coverdell account openings, maintenance and transactions.
• Precisely and confidently processes…