Heritage Family Credit Union
Digital Service Rep I – Heritage Family Credit Union
Position Title:
Digital Services Representative
Salary Range:
$20.54 – $25.68 per hour
Department:
Retail Operations FLSA Status:
Non-Exempt Grade:
7
Who We're Looking For
Customer service skills
– deliver exceptional member experiences via phone, video, and digital channels.
Detail‑oriented & tech‑savvy
– review applications, verify documentation, and identify potential fraud or compliance concerns.
Team player
– meet performance goals, multitask effectively, and maintain strong working relationships across departments.
What You'll Be Doing
Act as the first point of contact for members, processing online loan and account applications, answering calls/video calls, and resolving inquiries with a one‑call resolution focus.
Review, assess, and complete loan and membership applications while proactively communicating status updates and guiding members through each step.
Open new accounts and loans, cross‑sell products and services, document fraud concerns, and ensure all work meets compliance, accuracy, and quality standards.
Essential Functions
Answer incoming video calls, chats, and other e‑service correspondence promptly and professionally; resolve members’ inquiries and requests regarding their membership with a focus on one‑call resolution; perform other services such as wire transfers and disputes; maintain accurate records using CRM software.
Maintain up‑to‑date knowledge of all credit union products and services; proactively identify, promote, explain, and cross‑sell them.
Adhere to all credit union policies, procedures, and regulatory requirements, including Anti‑Money Laundering (AML) and Bank Secrecy Act (BSA); follow established identity verification procedures for inbound and outbound calls.
Provide guidance on digital services such as mobile banking, online banking, BillPay, FI‑to‑FI payments, account alerts, and more.
Open new accounts with high proficiency, including consumer and business memberships, share draft accounts, special purpose accounts, term share certificates, debit cards, and more; verify all account forms and submit documents for review in a timely manner.
Meet or exceed key performance metrics – video call goals, quality assurance, and one‑call resolution expectations.
Establish and maintain effective coordination and relationships with area personnel and management; keep supervisors informed of significant issues or concerns.
Qualifications
Education: High school diploma or equivalent.
Experience: Previous customer or member service role required; experience in a financial institution or technical support preferred.
Skills: Excellent verbal and written communication, strong attention to detail, problem‑solving and technical troubleshooting abilities; able to work independently and as part of a team.
Physical Requirements Requires sitting for long periods using a phone headset and a workstation; extensive use of phone and computer; some light lifting of large paper files.
Work Environment
Professional banking environment.
Hybrid or remote work opportunities may be available.
BSA & Risk Compliance Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining regulatory integrity and mitigating potential risks.
Benefits
Paid time off in addition to paid federal holidays.
Medical, dental, and vision benefits for employees working 24+ hours per week.
401(k) match.
Ongoing training opportunities.
8 hours of volunteer time with a chosen organization.
Monthly reimbursement for gym membership (up to $25), hobby costs (up to $25), and fresh local foods (up to $25 on a seasonal basis).
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
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.
Referrals Referrals increase your chances of interviewing at Heritage Family Credit Union by 2x.
Additional Resources Sign in to set job alerts for “Service Representative” roles.
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Digital Services Representative
Salary Range:
$20.54 – $25.68 per hour
Department:
Retail Operations FLSA Status:
Non-Exempt Grade:
7
Who We're Looking For
Customer service skills
– deliver exceptional member experiences via phone, video, and digital channels.
Detail‑oriented & tech‑savvy
– review applications, verify documentation, and identify potential fraud or compliance concerns.
Team player
– meet performance goals, multitask effectively, and maintain strong working relationships across departments.
What You'll Be Doing
Act as the first point of contact for members, processing online loan and account applications, answering calls/video calls, and resolving inquiries with a one‑call resolution focus.
Review, assess, and complete loan and membership applications while proactively communicating status updates and guiding members through each step.
Open new accounts and loans, cross‑sell products and services, document fraud concerns, and ensure all work meets compliance, accuracy, and quality standards.
Essential Functions
Answer incoming video calls, chats, and other e‑service correspondence promptly and professionally; resolve members’ inquiries and requests regarding their membership with a focus on one‑call resolution; perform other services such as wire transfers and disputes; maintain accurate records using CRM software.
Maintain up‑to‑date knowledge of all credit union products and services; proactively identify, promote, explain, and cross‑sell them.
Adhere to all credit union policies, procedures, and regulatory requirements, including Anti‑Money Laundering (AML) and Bank Secrecy Act (BSA); follow established identity verification procedures for inbound and outbound calls.
Provide guidance on digital services such as mobile banking, online banking, BillPay, FI‑to‑FI payments, account alerts, and more.
Open new accounts with high proficiency, including consumer and business memberships, share draft accounts, special purpose accounts, term share certificates, debit cards, and more; verify all account forms and submit documents for review in a timely manner.
Meet or exceed key performance metrics – video call goals, quality assurance, and one‑call resolution expectations.
Establish and maintain effective coordination and relationships with area personnel and management; keep supervisors informed of significant issues or concerns.
Qualifications
Education: High school diploma or equivalent.
Experience: Previous customer or member service role required; experience in a financial institution or technical support preferred.
Skills: Excellent verbal and written communication, strong attention to detail, problem‑solving and technical troubleshooting abilities; able to work independently and as part of a team.
Physical Requirements Requires sitting for long periods using a phone headset and a workstation; extensive use of phone and computer; some light lifting of large paper files.
Work Environment
Professional banking environment.
Hybrid or remote work opportunities may be available.
BSA & Risk Compliance Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining regulatory integrity and mitigating potential risks.
Benefits
Paid time off in addition to paid federal holidays.
Medical, dental, and vision benefits for employees working 24+ hours per week.
401(k) match.
Ongoing training opportunities.
8 hours of volunteer time with a chosen organization.
Monthly reimbursement for gym membership (up to $25), hobby costs (up to $25), and fresh local foods (up to $25 on a seasonal basis).
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
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.
Referrals Referrals increase your chances of interviewing at Heritage Family Credit Union by 2x.
Additional Resources Sign in to set job alerts for “Service Representative” roles.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr