Digital Services Representative I

This job was posted by https://www.vermontjoblink.com : For more

information, please see: https://www.vermontjoblink.com/jobs/1428281

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