Digital Service Rep II

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 II. 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 II

FLSA Status: Non-Exempt

Department: Retail Operations

EEO Code: Administrative Support Workers

Reports To: Contact Center Supervisor Grade: 7

Summary

As a Digital Services Representative II will be the first point of contact for our membership over the phone and through digitals channels regarding their lending and membership applications while providing exceptional member experiences. This position ensures a smooth, member-focused experience by reviewing applications, verifying member information, and collaborating with other departments to support application approvals.

Essential Functions

• Process member applications through the credit union’s online loan and account application system. Ensure timely processing of all loan and account applications. Review, assess, and process online applications for both new membership, addition of services, and loan requests.
• Answer incoming video calls promptly and professionally to respond and resolve members’ inquiries and requests with a focus on one call resolution. Provide accurate information about products, services and company policies. Follow-up with members and escalate issues to supervisors when necessary.
• Provide exceptional member experiences to applicants throughout the lifespan, and beyond their application. Provide clear and helpful guidance to members throughout the application process. Proactively communicate the status of loan and membership applications to members. Troubleshoot and resolve any issues or concerns related to online applications.
• Maintain an up-to-date and comprehensive knowledge of all credit union products and services that are handled or promoted by the Member Applications Specialist. Proactively identify, promote, explain and cross-sell credit union products and services.
• Have a strong sense of identifying and preventing fraudulent activity. Work closely with the supervisor and compliance team to protect our members and company from financial loss. Document all fraud cases and maintain accurate records in credit union systems.
• Open new accounts and loans with a high level of proficiency, including, but not limited to consumer and business share draft accounts, term share certificates, debit cards and more. All account and loan documentation are gathered timely and reviewed for completion and accuracy. Account and loan checklists and QC are completed in a timely manner.
• Meet or exceed key performance metrics, including but not limited to call goals, quality assurance, and one call resolution expectations
• 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.
• 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: 2 years working in a customer or member service role with previous lending experience is required. Experience with online application platforms is a plus.
• 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. Technical skills.
  
  

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.