Virtual Advisor II

Job description

WHAT YOU WILL DO EVERYDAY: As a Virtual Advisor II, you will be responsible for delivering exceptional member service by providing digital-first financial support through inbound and outbound interactions in addition to contributing to team development, process improvement, and strategic service initiatives. This role focuses on opening and servicing all types of credit union accounts, with an emphasis on personalized follow-up and seamless hand-offs to enhance member relationships as well as manages escalated service situations and actively participate in improving member journeys and digital service delivery. Direct Reports: None: HOW YOU WILL MAKE AN IMPACT: 40% Open all types of credit union accounts including Consumer, Business, Health Savings Accounts (HSA), Trust, and other specialized account types. Provide specialized support for branch team members by taking over complex or escalated account scenarios (handoffs). Serve as a subject matter expert for complex inquiries and business account needs, and lead resolution of escalated member concerns. 25% Handle inbound calls related to business accounts from both Contact Center transfers and internal workgroup queues. Perform ta...