Virtual Branch Member Consultant - Wichita, KS

POSITION SUMMARY

The Virtual Branch Member Consultant delivers an exceptional remote member experience by building meaningful relationships and providing comprehensive financial support across digital channels. Operating as a fully virtual branch, this role supports members through video banking, phone, live chat, online applications, and secure messaging. The Virtual Branch Member Consultant is responsible for completing account openings, servicing member needs, and identifying opportunities to recommend relevant financial products and services. This role plays a key part in ensuring a seamless, efficient, and personalized experience while helping members achieve their financial goals.

 

ESSENTIAL FUNCTIONS

· Deliver exceptional member service across virtual channels including video banking, phone, live chat, and secure messaging.

· Build strong member relationships using a consultative approach in a fully remote environment.

· Review and process online account applications, ensuring accuracy, completeness, and regulatory compliance.

· Guide members through the full account opening process for consumer, business, IRA, and fiduciary accounts.

· Conduct scheduled and on-demand video sessions to provide personalized financial support and complete transactions.

· Assist members in real time with account maintenance, loan servicing, ACH requests, and general inquiries.

· Identify member needs and recommend appropriate financial products and services to support their goals.

· Meet or exceed established sales and production goals related to deposit accounts, consumer loans, and real estate products.

· Proactively follow up with members on incomplete or pending applications to drive completion and enhance the experience.

· Perform outbound calls to build relationships, resolve issues, and generate new business opportunities.

· Respond to member requests submitted through digital portals, ensuring timely and accurate resolution.

· Collaborate with internal teams through digital channels to resolve inquiries and support Virtual Branch operations.

· Manage multiple communication channels simultaneously while maintaining quality, efficiency, and professionalism..

· Maintain accurate documentation and ensure all processes adhere to internal policies and regulatory requirements.

· Stay current on products, services, and digital tools to effectively educate and support members.

· Additional duties as assigned.

QUALIFICATIONS

 

EDUCATION/CERTIFICATION

· High School diploma or equivalent.

 

REQUIRED KNOWLEDGE

· Knowledge of financial products and services offered by credit unions (e.g., checking accounts, loans, mortgages, etc.) preferred.

 

EXPERIENCE REQUIRED

· 2+ years of experience in a retail or customer service environment.

· Previous experience in the financial services or credit union industry is highly preferred.

 

HARD/TECHNICAL SKILLS/ABILITIES

· Strong ability to engage members effectively across video, phone, and digital channels.

· Ability to identify needs, recommend solutions, and achieve production goals in a remote environment.

· Comfortable navigating multiple systems, digital tools, and communication platforms simultaneously.

· Ability to establish trust and connection without in-person interaction.

· Ability to assess issues quickly and provide effective, compliant solutions.

· Strong organizational skills with the ability to manage multiple channels and priorities.

· Demonstrates empathy, professionalism, and responsiveness in all interactions.

 

WORKING CONDITIONS

· Standard office conditions

· Low to moderate noise

· Limited lifting up to 10 lbs.

 

 

 

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.