Virtual Services Specialist

  • Michigan Schools and Government Credit Union
  • Troy, MI, USA
  • May 13, 2022
Full time Banking Customer Service Other Career Field

Job Description


Overview of Responsibilities: Actively promotes MSGCU and its products and services by providing member support for virtual services and supporting general call center functions.

Essential Duties and Responsibilities:

  • Provides internal and external member support for MSGCU’s virtual services (including online banking, online bill payment, mobile banking, 3rd party payment services, and the MSGCU website) via phone, live chat, online banking, secured/unsecured email, and fax.
  • Receives and responds to all virtual channel communications, including live chat, online banking, secured/unsecured email, texting and fax.
  • Serves as the Call Center’s virtual services subject matter expert and resolves escalated virtual services issues for members.
  • Responsible for the online account opening process including, reviewing online applications for approval, updating required tracking, and sending documents to members.
  • Serves as help desk support for branch network for members' virtual services inquiries and follows up with member service team when necessary.
  • Assists with testing and implementation of new products as required.
  • Effectively listens for cues and reviews account data to determine the nature and extent of members’ needs and provides appropriate troubleshooting steps and resolution.
  • Uses sales skills to make successful cross sells during interactions with members.
  • Provides backup support in role of Call Center Representative when necessary.
  • Works with vendor representatives on member specific troubleshooting and problem resolution.

Essential Preparation and Training:

  • High school diploma or GED; and
  • 1 year of progressively responsible experience within a financial institution to become familiar with the variety of financial products and services and account options available required.
  • Preference given to candidates with at least one year of experience supporting online or remote services.

Essential Knowledge, Skills, and Abilities:

  • Member Focus: Builds strong member (internal/external) relationships by using active listening skills to gain insight into member needs, identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service. Behavior consistently demonstrates engagement with members and commitment to MSGCU initiatives.
  • Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Communicates Effectively: Develops and delivers communications (verbal, including via phone, and written) that convey a clear understanding of the unique needs of different audiences.
  • Instills Trust: Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues.
  • Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.
  • Ability to work in a highly organized, restrictive environment requiring extended periods at a fixed workstation.
  • Proficient in the use of PCs, Microsoft Office, and other standard office equipment.
  • Proficient in the use of remote technology such as smartphones, tablets, and mobile applications, as well as online budgeting software products. Keeps current with updates and trends in these areas.
  • Strong attention to detail and problem solving skills.
  • Average reasoning and mathematical ability.

Working Conditions:

  • Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
  • Occasionally required to travel throughout MSGCU's service area as business needs require.
  • Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
  • This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.