Virtual Services Representative

Job Description

Job Description

We’re proud to be named one of USA TODAY’s Top Workplaces , and we’ve earned the Best and Brightest Companies to Work For award for 8 years straight. Founded in 1937, Advancial is one of the oldest credit unions in the country. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions.

At Advancial, we don’t just work hard – we play hard, too. We’re a team that thrives on passion and collaboration, where every day feels like a chance to make a difference. Our culture is built on positivity, creativity, and the belief that work should be fulfilling, not just a “day job.”

The Virtual Services Representative engages members through ITM sessions, chat, email, and video to provide transactions, answer questions, and support daily financial needs. They open accounts, process loan applications for analyst review, and deliver professional, high‑quality service while using various virtual banking tools and software.

• Provide excellent service across virtual channels including chat, email, video, and ITM; manage incoming volume efficiently.

• Open and verify new accounts; coordinate with BSA when needed.

• Manage multiple member conversations while using internal systems and resources.

• Meet performance goals by identifying member needs and recommending products.

• Resolve issues, support Contact Center operations, and process routine transactions.

• Maintain strong product knowledge to cross‑sell and refer services.

• Be available during closures or inclement weather; remote or onsite as required.

• Use CRM to manage leads, update member data, and track goals.

• Build positive relationships with members, branches, and internal teams.

• Maintain a professional, positive culture and stay proficient with required software.

Requirements

• Associates Degree (A.A.) or equivalent from two–year College or technical school; and one year of relevant experience or equivalent combination of education and experience.
• A minimum of one year of working in a call center environment; a minimum of one year of banking experience (preferred).

Schedule: Regular hours are 8:00am–5:00pm, with the expectation of future expanded coverage between 7:30am–6:30pm as Contact Center operations grow. This role follows a hybrid schedule, but candidate must be available to come into the office as needed.

Compensation : $20–$25 per hour, based on education and experience.

What to Expect in Our Hiring Process

1. A quick phone screen to get to know you
2. A Zoom interview with the team
3. Short assessments to help us learn more about your strengths and work style
4. An in‑person interview at our Remote Operations Center, located at 100 E Royal Lane, Suite 300, Irving, Texas 75309
5. Once you’ve signed your offer letter, we’ll begin your background and credit check

Ready to Join a Winning Team?

Advancial isn’t just about business – it’s about building careers, communities, and futures. If you want to work somewhere that supports your growth, values your time, and recognizes your impact, you’ve found the right place.

Benefits

Of course we provide healthcare, life insurance, and 401K benefits, but here is what else we offer:

• Take Time for Life: In addition to 11 company holidays, you start with 3 weeks of vacation, and can recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO – free for you and your loved ones (you just pay taxes).
• Retire with Confidence: We contribute to your 401k. It’s our way of helping you build the future you deserve.
• Pets Are Family Too: With affordable pet insurance (we even chip in), your furry friends are covered for everything from checkups to surgeries.
• Invest in Your Future: We’ll cover 80% of your tuition costs after one year, so you can continue to grow, learn, and achieve your goals.
• Life Happens: Our Advancial Life Rewards program reimburses you up to $1,000 each year for unexpected expenses – because we know life doesn’t always go according to plan.