Digital Services Representative II

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1319584 **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** **Summary:** As aDigital Services Representative IIwill be the first point of contact for our membershipover the phone and through digitals channelsregardingtheir lending and membership applicationswhile providingexceptionalmember 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 throughthecredit unions online loan and account application system. Ensuretimelyprocessing of all loan and account applications.Review, assess, and process online applications for both new membership,addition of services, and loan requests. ```{=html}
  
  

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• Answer incomingvideocalls promptly and professionally to respond and resolve members inquiries and requestswith a focus on one call resolution. Provideaccurateinformation about products,servicesand company policies.Follow-up with members and escalate issues to supervisors when necessary. ```{=html}
  
  

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• Provide exceptional member experiences toapplicants throughout the lifespan,andbeyond 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. ```{=html}
  
  

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• Maintain an up-to-date and comprehen ive knowledge of all credit union products and services that are handled or promoted by theMember Applications Specialist. Proactivelyidentify, promote, explain and cross-sell credit union products and services. ```{=html}
  
  

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• Havea strong senseofidentifyingand preventing fraudulent activity.
  
  

Work closely with the supervisor and compliance team to protect our members and company fromfinancial loss. Document all fraud cases andmaintainaccuraterecords in credit union systems. ```{=html}

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• Open new accounts and loans witha high levelofproficiency, including, but not limited to consumer and business share draft accounts, term share certificates, debit cards and more.All account and loan documentation are gatheredtimelyand reviewed for completion and accuracy. Account and loan checklists and QC are completedin a timely manner. Meet or exceed key performance metrics, including but not limited to call goals, quality assurance, and one call resolu