Member Experience Representative - Digital Experience
About The Position
The Member Experience Representative—Digital Experience, also referred to as a Digital Service Representative (DSR), provides quality service to credit union members through digital channels. From a centralized location, the representative assists members in real time through Interactive Teller Machines (ITMs) and video platforms such as GLIA, and handles GLIA chats, member calls, website messages, online banking messages, and mobile deposits. The role processes financial transactions and applications, resolves member account issues, and provides information about deposit accounts, loans, and other credit union services. The representative also identifies opportunities to recommend products and services that meet members’ financial needs. The position is based at the Main Branch in Miami, Florida, and pays a starting rate of $22.60 per hour.
Requirements
- At least 1–3 years of related experience and/or training in a financial institution call center or branch environment.
- Knowledge of credit union policies, procedures, regulations, and industry practices.
- High school graduate or equivalent work experience.
- Excellent communication and organizational skills.
- Proficient with PC applications, including Microsoft Excel, Word, and Outlook.
- Highly motivated, flexible, and organized, with the ability to handle multiple projects and tasks.
- Thorough understanding of credit union or bank operations and applicable credit union regulations.
- Detail oriented with excellent mathematical skills.
- Excellent telephone and video chat etiquette.
- Sales- and service-oriented mentality with a proven record of accomplishment in these areas.
- Flexible schedule that includes evening and Saturday hours.
- Ability to travel throughout the branch network.
Nice To Haves
- Associate degree or equivalent work experience.
- Fluency in both English and Spanish.
Responsibilities
- Process deposits, payments, transfers, withdrawals, and other financial transactions through ITM video transmission.
- Communicate professionally, courteously, and efficiently with current and potential members through digital channels, including video, voice, and chat.
- Use multiple software programs concurrently while serving more than one member at a time.
- Observe due diligence and transaction validity requirements while providing member service.
- Perform end-of-day balancing and comply with security, audit, and compliance requirements.
- Recognize opportunities to promote credit union products and services that meet members’ needs.
- Respond to and resolve member service issues, escalating them when necessary.
- Handle inquiries about deposit accounts and loans, including Visa credit cards, loans, mortgages, home equities, share certificates, retirement plans, bill payments and online banking, direct deposits, payroll deductions, and ATM/debit cards.
- Maintain thorough knowledge of credit union products, services, policies, and procedures.
- Process online membership and edit-share applications, conduct member verification and account qualification, and handle applications with automatic approvals or pending decisions.
- Process checks through the Remote Deposit Capture platform, determine additional holds or releases, and communicate with members as needed.
- Monitor deposit amounts and examine documents for endorsement and negotiability.
- Comply with Bank Secrecy Act (BSA) requirements and standards, attend required BSA training, and follow Customer Identification Program (C.I.P.) requirements.
- Respond to secured and unsecured member messages.
- Complete special projects, assigned tasks, and other related duties as required.
- Travel throughout the branch network as needed.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
