Digital Service Rep I

Heritage Family Credit Union; West Rutland (VT); Hybrid; USD 30,000 - 41,000; Full time

Benefits offered by this job

PTO & Holidays

Health benefits

401k match

Training opportunities

Volunteer time

Gym/hobby reimbursements

Job summary

Heritage Family Credit Union is seeking a Digital Services Representative I to be the friendly face of digital banking. You’ll assist members via video calls, chat, and online support, handling inquiries, transactions, and account maintenance.

In this hybrid role, you will guide members through digital banking tools, open new accounts, promote products, and build trusted relationships while meeting service and performance goals.

Qualifications

• High school diploma or equivalent.
• Previous customer or member service experience required; call center/financial institution preferred.
• Excellent phone etiquette and clear communication; able to handle high call volume.

Responsibilities

• Answer incoming video calls, chats, and e-service inquiries promptly and resolve members’ questions with one-call resolution when possible.
• Guide members through digital banking tools, assist with online/mobile banking and open new accounts.
• Educate members on products/services, promote cross-sell opportunities, and meet service/performance goals.

Skills

Customer service

Phone etiquette

Problem solving

Fast-paced

Education

High school diploma

Job description

Position Title

Digital Services Representative I

Summary

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

• 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)

Compensation

Starting Salary: $26.00 per hour

Additional Compensation: May be eligible for variable incentive plan

FLSA Status

Non-Exempt

Department

Retail Operations

EEO Code

Administrative Support Professionals

Reports To

Contact Center Supervisor

Grade

7

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 elevate issues to supervisors when necessary.
• Maintain accurate records of member interactions and issue resolutions using CRM software.
• Maintain 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 submit all account documents for review in a timely manner.
• Meet or exceed key performance metrics, including but not limited to video call goals, quality assurance, and one call resolution expectations.
• Establish and maintain effective coordination and working relationships with area personnel and with management. Keep the contact center supervisor and manager informed of area activities of any significant problems or concerns.

Qualifications

• Education: A high school diploma or equivalent.
• Experience: Previous experience in a customer or member service role is required. Previous experience in a call center environment or for a financial institution is preferred.
• Skills: Excellent phone skills/etiquette and ability to communicate clearly and effectively over the phone. Strong problem-solving abilities. Ability to work in a fast-paced environment and handle high call volume. Basic computer knowledge.

Physical Requirements

A typical office setting. This is a hybrid position, with the ability to work from home, it is required at least 3 working days being in the office. This position requires sitting for long periods of time and working primarily at a workstation or desk in an open office environment. Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone utilizing a headset. Some light lifting and carrying large paper files. Equipment is available and recommended for use of transporting large quantities of files to and from various locations. Stretching breaks are recommended to avoid injury.

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.