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Be the friendly face of digital banking. As a Digital Services
Representative I, you\'ll help members confidently manage their finances
through video banking, chat, and online support. From answering
questions and opening accounts to resolving complex service requests,
you\'ll deliver personalized solutions while building strong member
relationships and promoting the products and services that help our
members succeed.
**Who We\'re Looking For:**
- A member-focused communicator with previous customer service
experience and excellent phone, video, and written communication
skills.
- A proactive problem-solver who thrives in a fast-paced environment,
enjoys helping others, and can confidently manage multiple
priorities.
- A tech-savvy team player with strong computer skills, attention to
detail, and the ability to learn and promote a wide range of
financial products and digital services.
**What You\'ll Be Doing:**
- Deliver outstanding virtual member service through video calls,
chat, and digital communications by resolving inquiries, processing
transactions, completing account maintenance, and providing one-call
solutions whenever possible.
- Guide members through digital banking services while opening new
accounts, assisting with online and mobile banking tools, and
helping members choose products and services that best meet their
financial needs.
- Build trusted member relationships and drive engagement by
identifying opportunities to educate members on credit union
products and services, making personalized recommendations, and
consistently meeting service and performance goals.
Why Join Us
Heritage Family Credit Union is a dynamic and member-centric
organization committed to making a positive impact on the lives of our
members. We believe in delivering not just financial services but
fostering meaningful relationships that enhance the overall well-being
of our members and communities. With a focus on education, integrity,
and community, we strive to be the preferred financial partner for our
community.
Benefits Include
- Paid time off in addition to paid federal holidays
- Medical, dental, and vision benefits to employees who regularly work
24+ hours a week
- 401k match
- Ongoing training opportunities
- 8 hours of volunteer time with an organization important to you
- Reimbursement each month for Gym membership (up to \$25), hobby
reimbursement (up to \$25) and fresh local foods (up to \$25 as
availability allows)
- Starting Salary:** \$26.00 per hour
- Additional Compensation:** May be eligible for variable incentive plan
Summary
As a Digital Services Representative I, you will play a key role in
delivering exceptional member experience through the credit unions
digital channels. Accurately and efficiently process a variety of member
service transactions and account maintenance requests remotely for
members through our virtual branch or online communications. Duties also
include cross-selling products and services appropriate to member needs
and answering member questions regarding products and services.
Essential Functions
Answer incoming video calls, chats, and any other e-service
correspondence promptly and professionally to respond and resolve
members inquiries and requests regarding their membership with a focus
on one call resolution. Perform other services such as wire transfers,
disputes, etc. along with other account maintenance. Provide accurate
Information About Products, Services And Company Policies. Follow-up
with members and escalate issues to supervisors when necessary. Maintain
accurate records of member interactions and issue resolutions using CRM
software.
aintain an up-to-date and comprehensive knowledge on all credit union
products and services that are handled or promoted by the Digital
Services Representative I. Proactively identify, promote, explain and
cross-sell credit union products and services.
Adhere to all credit union policies, procedures, and regulatory
requirements, which include but are not limited to, Anti-Money
Laundering (AML) and Bank Secrecy Act (BSA) products. Adhere to
established identification procedures to verify the identity of members
for both inbound and outbound calls. Document verification steps
accurately in all systems.
Provide guidance on digital services such as mobile banking, online
banking, BillPay, FI to FI payments, account alerts and more.
Open new accounts with a high level of proficiency, including, but not
limited to consumer and business memberships and share draft accounts,
special purpose accounts, term share certificates, debit cards and more.
Verify that all account forms have been properly and accurately
completed, ensure proper follow-up on information required to complete
the account process, and