Digital Services Representative

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1319583 **Who Were 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 Youll 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 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 servicetransactionsand account maintenance requests remotely for members throughour virtual branchor onlinecommunications. Duties also include cross-selling products and servicesappropriate tomember needs and answering member questionsregardingproducts and services. **Essential Functions:**
• Answer incomingvideocalls, chats, and any other e-service correspondencepromptly and professionally to respond and resolve members inquiries and requestsregardingtheirmembership with a focus on one call resolution. Perform other services such as wire transfers, disputes, etc. along with other account maintenance.Provideaccurateinformation about products,servicesand company policies.Follow-up with members and escalate issues to supervisors when necessary.Maintainaccuraterecords of member interactions and issue resolutions using CRM software. ```{=html}
  
  

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• Maintain an up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by theDigital ServicesRepresentative I. Proactivelyidentify, promote, explain and cross-sell credit union products and services. ```{=html}
  
  

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• Adhere to all credit union policies, procedures, and regulatory requirements, which include but are not limited to, Anti-Money
  
  

Laund ring (AML) and Bank Secrecy Act (BSA) products.Adhere toestablishedidentification procedures to verify the identity of members for both inbound and outbound calls. Document verification steps accurately in all systems. ```{=html}

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• Provide guidance on digital services such as mobile banking, online banking, BillPay, FI to FI payments, account alerts and more. ```{=html}
  
  

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• Open new accounts with a high level of proficiency, including, but not limited to consumer and businessmembershipsand share draftaccounts,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 informationrequiredto complete the account process, andsubmitall account documents for reviewin a timely manner. Meet or exceed key performance metrics, including but not limited to&