Heritage Family Credit Union
Who We're Looking For:
Have strong customer service and communication skills, with the ability to deliver exceptional member experiences through phone, video, and digital channels.
Be a 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.
Benefits include - Paid time off in addition to paid federal holidays - Medical, dental, and vision benefits for employees who regularly work 24+ hours a week - 401k match - Ongoing training opportunities - 8 hours of volunteer time with an organization important to you - Monthly reimbursements: gym membership (up to $25), hobby (up to $25), 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, you will be the first point of contact for our membership over the phone and through digital 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, ensuring timely processing.
Answer incoming video calls promptly and professionally to resolve members’ inquiries, focusing on one‑call resolution.
Provide exceptional member experiences and clear guidance throughout the application process, proactively communicating status and troubleshooting issues.
Maintain up‑to‑date knowledge of all credit union products and services, promoting and cross‑selling where appropriate.
Identify and prevent fraudulent activity, documenting fraud cases and maintaining accurate records.
Open new accounts and loans with proficiency, ensuring complete and accurate documentation and quality control.
Meet or exceed key performance metrics, including call goals, quality assurance, and one‑call resolution expectations.
Adhere to all credit union policies, procedures, and regulatory requirements, including Anti‑Money Laundering (AML) and Bank Secrecy Act (BSA).
Establish and maintain effective coordination and relationships with area personnel and management, keeping supervisors informed of significant issues.
Qualifications:
Education: A high school diploma or equivalent.
Experience: 2+ years in a customer or member service role with prior lending experience; experience with online application platforms is a plus.
Skills: verbal and written communication, strong attention to detail, problem‑solving ability, independence and teamwork, and technical proficiency.
Physical Requirements: This position requires sitting for long periods, utilizing a phone headset, and working primarily at a workstation or in an open office environment. Tasks include extensive use of the phone and computer, performing standard keyboard functions, and occasional light lifting of large paper files. Equipment is provided and recommended for transporting large quantities of files.
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.
Seniority Level: Entry level
Employment Type: Full‑time
Job Function: Other
#J-18808-Ljbffr
Have strong customer service and communication skills, with the ability to deliver exceptional member experiences through phone, video, and digital channels.
Be a 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.
Benefits include - Paid time off in addition to paid federal holidays - Medical, dental, and vision benefits for employees who regularly work 24+ hours a week - 401k match - Ongoing training opportunities - 8 hours of volunteer time with an organization important to you - Monthly reimbursements: gym membership (up to $25), hobby (up to $25), 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, you will be the first point of contact for our membership over the phone and through digital 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, ensuring timely processing.
Answer incoming video calls promptly and professionally to resolve members’ inquiries, focusing on one‑call resolution.
Provide exceptional member experiences and clear guidance throughout the application process, proactively communicating status and troubleshooting issues.
Maintain up‑to‑date knowledge of all credit union products and services, promoting and cross‑selling where appropriate.
Identify and prevent fraudulent activity, documenting fraud cases and maintaining accurate records.
Open new accounts and loans with proficiency, ensuring complete and accurate documentation and quality control.
Meet or exceed key performance metrics, including call goals, quality assurance, and one‑call resolution expectations.
Adhere to all credit union policies, procedures, and regulatory requirements, including Anti‑Money Laundering (AML) and Bank Secrecy Act (BSA).
Establish and maintain effective coordination and relationships with area personnel and management, keeping supervisors informed of significant issues.
Qualifications:
Education: A high school diploma or equivalent.
Experience: 2+ years in a customer or member service role with prior lending experience; experience with online application platforms is a plus.
Skills: verbal and written communication, strong attention to detail, problem‑solving ability, independence and teamwork, and technical proficiency.
Physical Requirements: This position requires sitting for long periods, utilizing a phone headset, and working primarily at a workstation or in an open office environment. Tasks include extensive use of the phone and computer, performing standard keyboard functions, and occasional light lifting of large paper files. Equipment is provided and recommended for transporting large quantities of files.
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.
Seniority Level: Entry level
Employment Type: Full‑time
Job Function: Other
#J-18808-Ljbffr