Bilingual Virtual Service Specialist

Description

Employment Type: Full-Time, On-site #LI-ONSITE

Entry Salary Range: $18.31-$21.97 per hour with an incentive opportunity based on individual performance.

Advia offers a bilingual premium for this role. This premium acknowledges and compensates bilingual employees who regularly use their language skills to assist our members. Proficiency testing is required, with a specific need for Spanish language proficiency.

Comprehensive Benefits Package

We're committed to supporting your well-being and work-life balance through a robust benefits offering:

• Health & Wellness
  • Medical, dental, and vision insurance to keep you and your family healthy.
• Financial Peace of Mind
  • 401(k) with company match, life insurance, and disability coverage.
• Time Off
  • Generous paid time off (PTO), paid holidays, and paid parental leave.
• Professional Growth
  • Learning and development programs, plus tuition reimbursement to support your career journey.
• Additional Perks
  • Free Telemedicine
  • Employee Assistance Program (EAP)
  • Wellness initiatives
  • Paid Community Action Volunteer Hours

*Parental Leave and Tuition Reimbursement are available after one year of service 

What you should know about the role

The Bilingual Virtual Service Specialist (VSS) is accountable for delivering exceptional service to members through virtual channels including video, phone, and digital platforms. This role focuses on non-lending assistance such as account maintenance and digital banking assistance. The Virtual Service Specialist ensures a seamless, friendly, and professional experience while promoting the credit union’s core values: Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core.

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

Member Support & Transactions

•  Perform video teller transactions including deposits, withdrawals, account transfers, and account maintenance.
•  Assist as the primary lead for secured messaging and email requests.
•  Report as a back-up to chat E-services and inbound queue volume.
•  Assist members with digital banking tools such as e-statements, mobile app setup, and online account access.
•  Respond to member inquiries via phone, video, and email with professionalism and accuracy.
•  Troubleshoot and resolve account-related issues, escalating when necessary.

Onboarding & Outreach

•  Advance credit union initiatives by participating in outbound campaigns related to service enhancements and member education.

Service Excellence

•  Deliver consistent, high-quality service that reflects the credit union’s mission and values.
•  Identify opportunities to enhance the member experience through proactive engagement and education.
•  Maintain confidentiality and compliance.

Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Requirements

Experience

A minimum of one year up to three years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

Other Skills

•  Strong communication and interpersonal skills.
•  Comfort with digital tools and virtual communication platforms.
•  Ability to multitask and adapt in a fast-paced environment.
•  Detail-oriented with strong problem-solving abilities.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable and timely attendance.

Working Conditions

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

Mental and/or Emotional Requirements

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. 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 customer 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 confidential matters.