Virtual Solutions Specialist

HAPO Community Credit Union • Kennewick, WA

16h • Onsite

About The Position

HAPO Community Credit Union is hiring an on-site Virtual Solutions Specialist in Kennewick, Washington. The role provides consistent, high-quality member service through approved virtual channels, including video, phone, chat, web applications, digital communication tools, and outbound contact methods. The specialist resolves routine and moderately complex member needs; supports account openings, modifications, and digital banking services; and assists with consumer loan applications, documentation, follow-up, and virtual closing activities.

Through consultative conversations and proactive outreach, the specialist identifies member needs, provides product education, and supports digital adoption, member growth, retention, and relationship expansion. The role maintains accurate documentation, follows policy, privacy, security, and recordkeeping expectations, and escalates complex matters through appropriate channels. The position also backs up assigned Contact Center queues as needed.

HAPO describes its service standard as “Defy Expectations” and emphasizes member-focused service, community involvement, individuality, and professional growth.

Requirements

• High school diploma or General Education Development (GED) certificate.
• Experience in member service, customer service, financial services, contact center, lending support, retail banking, virtual service, or a related service environment, or an equivalent combination of education, training, and experience.
• Ability to work 35–40 hours per week between 9:00 a.m. and 6:00 p.m., Monday through Friday, with rotating Saturdays required.
• Ability to operate standard office equipment and work in a professional office.
• Ability to perform extended periods of sitting, standing, computer use, headset use, verbal communication, and visual review of systems, reports, or digital workflows.

Responsibilities

• Provide prompt, professional, and accurate member support through approved virtual channels, including video, phone, chat, web applications, and digital communication tools.
• Resolve routine and moderately complex member needs, including account questions, digital banking support, service requests, research items, and follow-up commitments, maintaining ownership through resolution.
• Support virtual account services, including account opening, account modifications, sub-share opening, rate quoting, documentation, and other transactions within assigned authority.
• Assist members with online banking, electronic services, digital tools, and troubleshooting to improve ease of service, adoption, and member confidence.
• Back up assigned Contact Center queues as needed to support service levels, member demand, and business continuity.
• Conduct proactive outreach and participate in member engagement initiatives supporting retention, product education, digital adoption, service recovery, satisfaction, and relationship expansion.
• Identify member needs through consultative conversations and recommend appropriate products, services, channels, education, or resources aligned with member goals.
• Support consumer loan application intake, follow-up, documentation coordination, virtual closing activities, disbursement support, and pipeline communication within established procedures and authority.
• Explain consumer loan products, rates, basic requirements, timelines, and next steps accurately, escalating complex lending matters through appropriate channels.
• Complete account, loan, member contact, engagement, referral, and follow-up documentation accurately in approved systems and in accordance with policy, privacy, security, and recordkeeping expectations.

Benefits

• No-cost premium health insurance, including medical, dental, and vision
• Accidental death and dismemberment insurance
• Long-term and short-term disability
• Pension plan
• 401(k) program with match
• Flexible spending account for medical and dependent care
• 0% interest on select personal loans
• Employee Assistance Program (EAP)
• Paid time off
• 12 paid holidays per year
• Paid birthday day off
• HAPO anniversary day off
• Paid and volunteer opportunities
• Employee milestone anniversary bonus
• Tuition assistance program
• Potential to earn incentive

What This Job Offers

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