Digital Service Rep I

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:

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 

Position Title: Digital Services Representative                                                                                                     FLSA Status: Non-Exempt 

Department: Retail Operations                                                                                                                               EEO Code: Administrative Support Professionals 

Reports To: Contact Center Supervisor                                                                                                                  Grade: 7 

Summary:

 As a Digital Services Representative I, you will play a key role in delivering exceptional member experience through the credit union’s 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.
• Maintain 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 submit all account documents for review in a timely manner.
• Meet or exceed key performance metrics, including but not limited to video call goals, quality assurance, and one call resolution expectations.
• Establish and maintain effective coordination and working relationships with area personnel and with management. Keep the contact center supervisor and manager informed of area activities of any significant problems or concerns.

 Qualifications: 

• Education: A high school diploma or equivalent
• Experience: Previous experience in a customer or member service role is required. Previous experience in a call center environment or for a financial institution is preferred.
• Skills: Excellent phone skills/etiquette and ability to communicate clearly and effectively over the phone. Strong problem-solving abilities. Ability to work in a fast-paced environment and handle high call volume. Basic computer knowledge.

 Physical Requirements:

A typical office setting. This is a hybrid position, with the ability to work from home, it is required at least 3 working days being in the office. This position requires sitting for long periods of time and working primarily at a workstation or desk in an open office environment.  Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone utilizing a headset. Some light lifting and carrying large paper files.  Equipment is available and recommended for use of transporting large quantities of files to and from various locations. Stretching breaks are recommended to avoid injury

Work Environment:

• Professional banking environment.
• Hybrid or remote work opportunities may be available.

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.