Digital Service Rep I

Job Details

Description

Who We're Looking For:

We Are Seeking a Dedicated Team Player To Join Our Contact Center As a Digital Services Rep I. The Ideal Candidate Will

• Have strong customer service and communication skills, with the ability to deliver exceptional member experiences through phone, video, and digital channels.
• Be detail-oriented, tech-savvy individual with the ability to review applications, verify documentation, and identify potential fraud or compliance concerns.
• Be a self-motivated team player who can meet performance goals, multitask effectively, and maintain strong working relationships across departments.
  
  

What You'll Be Doing

• Serving as the first point of contact for members by processing online loan and account applications, answering calls/video calls, and resolving inquiries with one-call resolution in mind.
• Reviewing, assessing, and completing loan and membership applications while proactively communicating status updates and guiding members through each step.
• Opening new accounts and loans, cross-selling products and services, documenting fraud concerns, and ensuring all work meets compliance, accuracy, and quality standards.
  
  

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 on a seasonal basis)
  

Salary Range: $20.54 - $25.68

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 working for a financial institution or technical support role is preferred.
• Skills: Excellent verbal and written communication skills. Strong attention to detail. Problem-solving skills with the ability to troubleshoot technical issues. Ability to work independently and as a part of a team.
  
  

Physical Requirements

This position requires sitting for long periods of time utilizing a phone headset and working primarily at a workstation or desk in an open office environment. Daily tasks include extensive use of the phone and computer, performing standard keyboard functions, requiring repeated motion. Some light lifting and carrying of large paper files. Equipment is available and recommended for use of transporting large quantities of files to and from various locations.

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.