Virtual Services Representative - Onsite

OneAZ Credit Union • Phoenix, AZ

5d • Onsite

About The Position

The Virtual Services Representative assists internal and external members with virtual services, including bill pay, online and mobile banking, debit and credit card inquiries and servicing, telephone banking, and calls to the Member Care and Virtual Services queues. The role handles member communications through chat, email, and phone; troubleshoots incidents with vendors; processes reports and correspondence; and researches and resolves escalated issues.

The representative supports card servicing and disputes, including identifying potentially fraudulent transactions, initiating dispute research, processing Visa/ATM/POS disputes and adjustments, sending related compliance letters, and crediting accounts for fraudulent transactions. The role also processes online account openings and supports new-member onboarding, sets up online and telephone banking access, and educates members and associates about virtual services.

Additional member support includes fulfilling requests, providing account balances and history, performing transactions and account maintenance, explaining deposit and loan products, processing loan payments and providing payoff information, and assisting with common account inquiries. The representative attends team meetings and training and provides on-the-job training to new Member Care Center associates. This is an in-office position at OneAZ Credit Union’s Corporate Office in Phoenix, Arizona. The role must comply with applicable policies, laws, and regulations, including BSA, AML, the USA Patriot Act, and OFAC requirements.

Requirements

• High school diploma or GED.
• Three to five years of similar or related experience.
• Customer service experience, preferably in a financial institution and/or call center.
• Previous teller experience.
• Ability to type at least 50 words per minute.
• Strong professional written and verbal communication skills, multitasking ability, and telephone etiquette.

Nice To Haves

• Some college.
• Bilingual Spanish/English.
• Chat experience.

Responsibilities

• Assist internal and external members with bill pay, online banking, mobile banking, card servicing, telephone banking, and Member Care and Virtual Services inquiries.
• Handle member communications and inquiries through online chat, email, and phone, including sensitive issues and complaints.
• Process reports and chat or email responses, and work with vendors to address and troubleshoot incidents.
• Answer Visa debit and credit card calls; identify fraudulent transactions; initiate and research dispute documents; send dispute and Regulation E compliance letters; and credit accounts for fraudulent transactions.
• Process Visa/ATM/POS disputes and assist with ATM/POS adjustments.
• Research credit card statement addresses and arrange re-mailing; assist associates with card questions; and take lost or stolen card reports.
• Process online account-opening requests and conduct new-member onboarding, including outbound contacts.
• Troubleshoot and educate members and associates about virtual services; send documents electronically; and set up online and telephone banking access.
• Research and resolve escalated issues and support inbound Virtual Services and Member Care queues.
• Explain, promote, and inform members about Credit Union products and services.
• Process Member Care Center fulfillment requests and provide requested account balances, activity, and history.
• Perform transactions, check withdrawals, transfers, and account maintenance.
• Assist with dividend verification, common inquiries, non-sufficient funds checks, and statement copies.
• Process loan payments and provide term calculations and loan payoff information.
• Explain savings, checking, money market, share certificate, IRA, and club account features and benefits.
• Maintain knowledge of the Credit Union’s field of membership.
• Assist members with deposit account rates, stop payment orders, check copies, overdraft line-of-credit advances, and courtesy pay.
• Attend assigned team meetings and training sessions, and conduct on-the-job training for new Member Care Center associates.
• Comply with applicable policies, laws, and regulations, including BSA, AML, the USA Patriot Act, and OFAC requirements.

Benefits

• Paid holidays, floating holidays, personal days, vacation days, and sick time.
• Low-cost medical, dental, and vision plans.
• Paid childcare assistance.
• 401(k).
• Gym fee reimbursement.
• Tuition reimbursement.
• Student loan repayment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED