Member Experience Representative - Digital Experience

Dade County Federal Credit Union•Doral, FL

7h•Onsite

About The Position

The Digital Service Representative provides quality service to members through digital channels from a centralized location. The representative assists members in real time through video transmission using Interactive Teller Machines (ITMs) and platforms such as GLIA, handles chat communications and website messages, and processes mobile deposits and secured messages submitted through online banking. The role helps resolve account-related issues, reviews and finalizes online membership and edit-share applications, and represents the credit union professionally while identifying opportunities to recommend products and services that meet members’ financial needs. The position processes financial transactions and inquiries across deposit accounts, loans, and related services; performs end-of-day balancing; follows security, audit, compliance, Bank Secrecy Act (BSA), and Customer Identification Program (CIP) requirements; and completes other assigned duties. It requires effective communication with members through video, voice, chat, and written channels, often while using multiple software programs and assisting more than one member at a time. The position is based at the Main Branch in Miami, Florida, and offers starting pay 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; equivalent work experience may be accepted.
Excellent communication and organizational skills.
Proficiency with PC applications, including Microsoft Excel, Word, and Outlook.
Ability to handle multiple projects and tasks while remaining motivated, flexible, and organized.
Thorough understanding of credit union or bank operations and applicable regulations.
Strong attention to detail and 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, including evening and Saturday hours.
Ability to travel throughout the branch network.

Nice To Haves

Associate degree preferred.
Fluency in both English and Spanish is desirable.

Responsibilities

Process deposits, payments, transfers, and withdrawals through video transmission via Interactive Teller Machines (ITMs).
Communicate professionally, courteously, and efficiently with current and prospective members through digital channels.
Use multiple software programs concurrently and communicate with multiple members simultaneously.
Apply due diligence when validating transactions while maintaining professional and courteous service.
Perform end-of-day balancing and follow security, audit, and compliance requirements.
Identify 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, loans, credit cards, mortgages, home equity, share certificates, retirement plans, bill payments, online banking, direct deposit, payroll deduction, and ATM/debit cards.
Maintain knowledge of the credit union’s products, services, policies, and procedures.
Process online membership and edit-share applications, conduct member verification, and confirm account qualification.
Process checks through the Remote Deposit Capture platform, determine whether additional holds or releases are needed, and communicate with members as appropriate.
Monitor deposit amounts and examine documents for endorsement and negotiability.
Comply with Bank Secrecy Act (BSA) regulations and standards, including required training, and follow Customer Identification Program (CIP) requirements.
Respond to secured and unsecured member messages.
Answer and respond to video and voice calls and chats on the GLIA platform.
Complete assigned special projects, tasks, and other related duties.