Virtual Advisor II

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 targeted onboarding follow-ups with new account holders to ensure a successful transition and uncover further service opportunities. Provide mentorship and peer support to new or developing Virtual Advisors, including training and knowledge sharing.

20%            Respond to overflow and support needs from Business Lenders and other departments, including call backs and virtual assistance. Proactively refer products and services to support members’ financial needs and deepen engagement. Support continuous improvement by participating in journey mapping, strategy sessions, and pilot programs that enhance digital member experience. Assist in developing and refining onboarding scripts, call flows, and service tools to streamline digital delivery.

15%            Follow up on MLG (Member Loyalty Group) campaigns to support key relationship concerns or milestones. Deliver consistent, member-focused experiences that reinforce our brand promise through every interaction. Provide backup leadership during supervisor absences and contribute to team goal achievement through initiative and collaboration.

--                 Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

--                 If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.

WHAT YOU WILL NEED TO SUCCEED

Experience

2+ year customer service experience in banking, retail, or related field. Strong communication and interpersonal skills with a service mindset. Comfortable working in a digital, phone-based, and video-first environment. Ability to manage multiple systems and tasks in a remote setting. High attention to detail and a commitment to accuracy and compliance.

Education / Certifications / Licenses

A high school diploma or equivalent.  Must have and maintain a valid driver's license and the ability to become a notary public.

PREFERRED SKILLS

-  Demonstrated success in identifying, initiating, and nurturing new or on-going business opportunities; self-starting, results oriented professional.

-  Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.

-  Professional level of verbal and written communication skills are essential to the position.

-  Capable of analyzing credit and financial information.

-  The ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.

-  Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.

-  Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.

-  Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

INTERPERSONAL SKILLS

-  Courtesy and tact are essential elements of the job.

-  Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.

-  Communications generally require shorter and not in-depth discussions.

COMPETENCIES

-  Balance Stakeholders - Understands the needs of diverse stakeholders and the underlying motivations driving those needs, including cultural and ethical factors. Acts fairly in the decision-making process when faced with conflicting demands of stakeholders.

-  Drive Results - Consistently accomplishes goals even under adverse conditions. Has a strong bottom-line orientation. Pushes self and helps others achieve results.

-  Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

-  Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; has credibility within their areas of expertise; keeps confidences; doesn’t misrepresent themselves for personal gain.

-  Interpersonal Savvy - Relates to and can connect with diverse individuals and groups at all levels within the organization. Externally, builds appropriate relationships and rapport with members and external partners.

-  Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.

ADA REQUIREMENTS

Physical Requirements

-  Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

-  Must be capable of climbing / descending stairs in an emergency situation.

-  Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.

-  Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.

-  Must be able to work extended hours or travel off site whenever required or requested by management.

-  Must be capable of regular, reliable and timely attendance.

Working Conditions

-  Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

- Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.

-  Must be able to read and carry out various written instructions and follow oral instructions.

-  Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.

-  Must be able to speak clearly and deliver information in a logical and understandable sequence.

-  Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.

-  Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

-  Must be able to effectively handle multiple, simultaneous, and changing priorities.

-  Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.  Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.