Digital Services Representative I

Heritage Family Credit Union; Rutland (VT); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision benefits

401k match

Volunteer time

Gym/hobby/food reimbursements

Job summary

Heritage Family Credit Union in Vermont seeks a Digital Services Representative I to assist members via video banking, chat, and online support. You will answer questions, open accounts, process transactions, and provide one-call solutions to resolve inquiries remotely.

As a member-focused communicator with strong tech skills, you’ll promote digital services and financial products, build trusted relationships, and help members succeed by delivering personalized solutions with accuracy and care.

Qualifications

• Customer service experience and strong communication skills (phone, video, and written).
• Tech-savvy with ability to learn and promote digital financial products and services.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Deliver virtual member service via video calls, chat, and online channels; resolve inquiries and process transactions.
• Guide members through digital banking; assist with online/mobile tools and account setup.
• Build relationships and promote credit union products and services through personalized recommendations.

Skills

Customer service

Video calls

Written communication

Digital banking

Cross-selling

Tools

CRM software

Job description

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 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 as availability allows)
• Starting Salary: $26.00 per hour
• Additional Compensation: May be eligible for variable incentive plan

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 service transactions and account maintenance requests remotely for members through our virtual branch or online communications. Duties also include cross-selling products and services appropriate to member needs and answering member questions regarding products and services.

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 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