eServices Representative I

Harborstone Credit Union; Lakewood (WA); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Competitive pay

401(k) with employer match

Medical, dental, and vision coverage

Paid time off

Growth opportunities

Job summary

Harborstone Credit Union is seeking an eServices Representative I in Lakewood, WA to serve as the digital bridge to our members. You’ll handle chat, online banking support, and other digital channels, ensuring a smooth financial journey for members.

The role emphasizes empathetic service, accurate problem solving, and helping members navigate self-service options to build confidence in digital tools. A strong customer-service mindset is essential.

Qualifications

• High School Diploma or GED required.
• Customer service experience in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Ability to learn and navigate multiple technology platforms.

Responsibilities

• Provide prompt, accurate, and empathetic support through digital communication channels.
• Assist members with online banking, account maintenance, transactions, and service requests.
• Guide members through digital tools and self-service options to increase financial confidence.
• Build trusted relationships by understanding member needs and providing personalized solutions.
• Identify opportunities to recommend products and services that support members' financial goals.
• Resolve inquiries efficiently while striving for first-contact resolution.
• Collaborate with teams across the organization to ensure a seamless member experience.

Skills

Customer service

Communication

Microsoft Office

Tech adoption

Education

High School Diploma or GED

Tools

Microsoft Office

Digital banking tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

eServices Representative I

Call Center Rep Lakewood, WA, US

Salary Range: $20.00 To $30.00 Hourly

Join Our Team at Harborstone Credit Union-Voted One of Washington's Best Workplaces

At Harborstone Credit Union, we're more than a financial institution. We're a team dedicated to building dreams, changing lives, and helping our members achieve financial success. If you're passionate about serving others, enjoy problem-solving, and want to grow your career in a supportive and mission-driven environment, we'd love to meet you.

What You'll Do

As an eServices Representative, you'll serve as the digital connection between Harborstone and our members. Through chat, online banking support, and digital service channels, you'll deliver exceptional member experiences while helping members confidently navigate their financial journey.

In this role, you will:

• Provide prompt, accurate, and empathetic support through digital communication channels.
• Assist members with online banking, account maintenance, transactions, and service requests.
• Guide members through digital tools and self-service options to increase financial confidence and digital fluency.
• Build trusted relationships by understanding member needs and providing personalized solutions.
• Identify opportunities to recommend products and services that support members' financial goals.
• Resolve inquiries efficiently while striving for first-contact resolution.
• Collaborate with teams across the organization to ensure a seamless member experience.

Key Responsibilities

Deliver Exceptional Digital Member Experiences

• Manage inbound chat, ticketing, and digital service requests with urgency and professionalism.
• Support online banking enrollment, navigation, and troubleshooting.
• Communicate accurate information while maintaining a high level of service and attention to detail.
• Follow established service procedures and quality standards.
• Handle escalated member concerns and work toward positive resolutions.

Build Trusted Financial Relationships

• Educate members on Harborstone products, services, and digital tools.
• Provide financial guidance and coaching to help members achieve their goals.
• Create positive experiences that foster trust, loyalty, and long-term relationships.
• Promote financial education resources and self-service solutions.

Drive Organizational Growth

• Identify member needs and make appropriate product recommendations and referrals.
• Support current promotions and organizational initiatives.
• Contribute to Harborstone's growth through exceptional service and relationship building.

Additional Responsibilities

• Complete end-of-day balancing activities and maintain system accuracy.
• Support risk management and fraud prevention efforts.
• Partner with internal departments to ensure operational excellence.
• Participate in ongoing training and professional development.
• Perform other duties as assigned.

What We're Looking For

We're looking for someone who is passionate about helping others and committed to delivering an outstanding member experience.

Required Qualifications

• High School Diploma or GED.
• Customer service experience in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Ability to learn and navigate multiple technology platforms.

Preferred Qualifications

• Experience within a financial institution or related industry.
• Experience supporting customers through digital or online channels.
• Familiarity with digital banking tools and technologies.

Success Traits

• Member-focused with a genuine desire to help others.
• Strong empathy and emotional intelligence.
• Reliable, dependable, and accountable.
• Detail-oriented and accurate.
• Positive team player who contributes to a collaborative culture.
• Curious and eager to learn new products, services, and technologies.
• Adaptable and comfortable working in a fast-paced environment.

Why Harborstone?

At Harborstone, we believe that engaged teammates create exceptional member experiences. We're committed to investing in our employees through competitive compensation, comprehensive benefits, and meaningful career development opportunities.

Benefits Include:

• Competitive pay: $20 to $30 per hour DOE*
• 401(k) with employer match
• Medical, dental, and vision coverage
• Employer contribution toward dependent medical premiums
• Generous paid time off and paid holidays
• Professional development and growth opportunities
• Employee appreciation and recognition programs
• Discounted employee financial products
• Mission-driven work that positively impacts members and communities
• Collaborative culture that supports work-life balance and employee well-being

*Starting salary is based on experience and qualifications and will likely not exceed mid-point of range to allow for development and future increases.

Our Culture

At Harborstone, our teammates embody our mission of Building Dreams and Changing Lives. We value kindness, dependability, accountability, honesty, and continuous growth. Every day, we strive to be the friendliest credit union in the Pacific Northwest by serving our members and supporting one another with respect and positivity.