Virtual Services Representative - 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 servicing, telephone banking, and calls to the Member Care and Virtual Services queues. This is an onsite position at OneAZ Credit Union’s Corporate Office at 2355 W Pinnacle Peak Rd, Phoenix, Arizona 85027; it is not remote. The representative communicates with members, vendors, and internal associates by phone, chat, and email; handles card inquiries and disputes; identifies potentially fraudulent transactions; and troubleshoots virtual-service issues. The role also supports account opening and new-member onboarding, online and telephone banking access, member transactions and account maintenance, and inquiries about credit union products and services. The representative conducts research to resolve escalated issues, supports inbound service queues, processes fulfillment requests, and may train new Member Care Center associates. The position requires compliance with applicable policies, laws, and regulations, including BSA, AML, the USA Patriot Act, and OFAC requirements. Duties may be modified, and additional responsibilities may be assigned by a supervisor.
Requirements
- High school diploma or GED.
- Three to five years of similar or related experience.
- Customer service experience; experience in a financial institution and/or call center is preferred.
- Ability to type at least 50 words per minute.
- Strong professional written and verbal communication skills, multitasking ability, and telephone etiquette at a high proficiency level.
Nice To Haves
- Some college.
- Previous teller experience.
- Bilingual Spanish/English skills.
- Chat experience.
Responsibilities
- Assist internal and external members with bill pay, online banking, mobile banking, debit and credit card inquiries and servicing, telephone banking, and Member Care and Virtual Services calls.
- Process chat correspondence through online banking and the mobile application, respond to member email inquiries, and handle sensitive inquiries or complaints by chat, email, and phone.
- 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, and 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 from associates or members.
- Process online account-opening requests and conduct new-member onboarding, including outbound contacts.
- Troubleshoot and educate internal and external members on virtual services; send documents using electronic agreements; 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 balance, activity, and history information.
- Perform transactions, check withdrawals, transfers, and account maintenance.
- Assist with dividend verification, common inquiries, non-sufficient funds checks, and statement copies.
- Process loan payments, provide term calculations, and provide loan payoff information.
- Explain features and benefits of savings, checking, money market, share certificates, IRA, and club accounts.
- 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 as needed.
- 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.
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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
