Virtual Member Experience Specialist

First Credit Union; Phoenix (AZ); On-site; USD 40,000 - 58,000; Full time

Benefits offered by this job

Notary Services

Job summary

First Credit Union seeks an eBranch Member Service Representative to serve as the primary contact for members through remote channels—phone, video, and digital platforms. The role handles loan applications, new accounts, and onboarding for indirect channels, ensuring a positive digital banking experience.

The MSR will assist with inquiries, coordinate with solution teams, and uphold regulatory requirements while delivering an exceptional member experience.

Qualifications

• High school diploma or equivalent required.
• At least 1 year related experience or training; or equivalent education/experience.
• Multilingual capabilities (Spanish) are a plus.

Responsibilities

• Handle member calls to assist with loans, accounts, and education on products.
• Conduct video calls to engage members, complete applications, and build relationships.
• Process online new account applications with accuracy and regulatory compliance.
• Manage online loan applications from start to finish including follow-up.
• Coordinate with solution teams and branches for remote funding details.
• Review eligibility for membership and onboarding for indirect channels.
• Cross-sell credit union products based on member needs and goals.
• Maintain knowledge of all products and policies; provide Notary Services as needed.
• Adhere to BSA/OFAC policies and complete training as directed.

Skills

Member service orientation

Strong communication

Attention to detail

Numeric ability

Computer proficiency

Teamwork

Spanish language (basic)

Education

High school diploma or equivalent

1 year related experience or training

Job description

First Credit Union seeks an eBranch Member Service Representative to serve as the primary contact for members through remote channels—phone, video, and digital platforms. The role handles loan applications, new accounts, and onboarding for indirect channels, ensuring a positive digital banking experience.

The MSR will assist with inquiries, coordinate with solution teams, and uphold regulatory requirements while delivering an exceptional member experience.