Virtual Services Representative - Onsite

OneAZ Credit Union; Phoenix (AZ); On-site; USD 29,000 - 36,000; Full time

Benefits offered by this job

Generous PTO

Holidays & personal days

Job summary

OneAZ Credit Union seeks a detail-oriented Virtual Services Representative to join our in-office team at 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027. This role processes member requests via chat, email, and phone, and helps with onboarding and disputes.

You will interact with members and vendors, provide product information, and support account actions while ensuring accuracy and compliance. Bilingual skills are a plus.

Qualifications

• Customer service experience, preferably in financial institution and/or call center.
• Bilingual Spanish/English a plus.
• Ability to type 50+ words per minute.

Responsibilities

• Process chat correspondence with members via online banking and mobile app.
• Respond to member email inquiries and chat communications.
• Identify fraudulent transactions and assist with dispute processes.
• Provide support to inbound Virtual Services and Member Care queues.
• Assist with onboarding and outbound member contacts.

Skills

Typing 50 WPM

Strong communication

Multitasking

Telephone etiquette

Chat experience

Bilingual Spanish/English

Education

High School Diploma or GED

Some college preferred

Job description

Virtual Services Representative - Onsite

2355 W Pinnacle Peak Rd, Phoenix, AZ 85027

Join Us in Making an Impact

At OneAZ Credit Union, our success is measured only by yours. We’re here to create lasting change in the lives of our members, our communities, and our team. If you're looking for a career with purpose, where your work truly matters—you've found it!

You’reimpactful, compassionate, and fearless,ready to embrace new challenges and shape the future of financial well-being. You take accountability for our success and thrive in an environment where curiosity is celebrated. If this sounds like you,let’sbuild something great together.

What You’ll Do

This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027
*** Please be advised that this is NOT a remote position. The person who fills this role will work in-office. ***

• Processes chat correspondence with members via online banking and mobile application.
• Responds to member email inquiries.
• Communicates with members, vendors, and internal associates regarding sensitive inquiries or complaints by chat, email, and phone.
• Processes reports and chat/email responses.
• Works with vendors to address and troubleshoot incidents.
• Answer phone calls regarding Visa Debit and/or credit Cards.
• Identify fraudulent transaction.
• Initiate and research dispute documents.
• Send compliance letters affiliated with disputes and Reg. E.
• Credit accounts for fraudulent transactions.
• Assists with ATM/POS adjustments as needed.
• Researches addresses on credit card statements and re-mail.
• Assist Associates concerning any card questions.
• Takes Lost/stolen report from associates and/or members.
• Processes online account opening requests.
• Conducts onboarding process for new members, including outbound contacts.
• Troubleshoots and educates internal and external members on virtual services.
• Uses electronic agreements to send documents to members and potential members.
• Sets up member access to online banking and telephone banking.
• Performs required research to resolve escalated issues.
• Provides support to inbound Virtual Services and Member Care queues.
• Explains, promotes, and informs members of Credit Union products and services.
• Provides members with account balance, activity, and history upon members’ requests.
• Performs transactions, check withdrawals, transfers, and account maintenance.
• Assists with dividend verification, common inquiries, non-sufficient funds (NSF) checks, and statement copies.
• Performs loan payments, term calculations, and loan payoff information.
• Informs members of savings, checking, money market, share certificates, individual retirement account (IRA), and club account features and benefits.
• Maintains knowledge of Credit Union field of membership.
• Assists members with deposit account rates, stop payment orders, check copies, overdraft line of credit advances, and courtesy pay.
• Attends assigned team meetings and/or training sessions as needed.
• Conducts on-the-job training for new Member Care Center associates.

What You Bring

• High School Diploma High School diploma or GED (General Education Development) Required
• Other Some college preferred.
• 3 to 5 years of similar or related experience. Customer service experience, preferably in financial institution and/or call center.
• Bilingual (Spanish/English) a plus.
• Ability to type 50+ words per minute required.
• Strong professional written/verbal communication skills, multitasking ability, and telephone etiquette. (High proficiency)
• Chat experience preferred.
• A passion for people, innovation, and growth.

Compensation & Benefits

• Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time
• Target hiring range $21.00 / hr - $26.00 / hr (Depending on experience and prior to any incentives this position is eligible for)

Why Join OneAZ?

At OneAZ,we’renot just a credit union;we’rea financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers, aspiring to be the bankfor new pioneers.

We are driving change in our communities, constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise, you’ll be part of a team committed to exceeding expectations and redefining what’s possible.

Additional Notes:

Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights. Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws. Any individual who meets the definition of a mortgage loan originator (MLO) and is employed by a federal agency-regulated institution will need to be registered on the Nationwide Mortgage Licensing System (NMLS). Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in OneAZ Credit Union’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.