19 days old

Digital Services Representative- Phoenix, AZ

OneAZ Credit Union
Phoenix, AZ 85027
  • Job Code

Our ideal candidate:

  • Executes all duties associated with helping internal and external members with digital services functions (includes, but not limited to: bill pay, online banking, mobile banking, and telephone banking) and member calls to the Member Care and eServices queues

Why join the OneAZ team?

Our culture is one-of-a-kind! Youll be joining a team of friendly, hardworking, helpful associates with the same mission guiding all that we do: We exist to improve the lives of our members, our associates and the communities we serve.

We are proud to be an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We offer robust benefits including low-cost medical, dental and vision plans, gym reimbursement, paid parental leave, generous personal days and vacation time, and an award-winning 401(k) program among many others.

Take a look at our career page for detailed benefit information: www.oneazcu.com/about/careers/

A typical day might include the following:

  • Process chat correspondences with membership via online banking and mobile application
  • Respond to member email inquiries
  • Ability to communicate effectively to members, vendors, and internal associates regarding sensitive inquiries or complaints by chat, email, or phone
  • Ensures reports and chat/email responses are accurate and completed in a timely manner
  • Work with vendors to address and troubleshoot incidents as necessary
  • Responsible for processing Online Account Opening requests
  • Conducts onboarding process for new members, including outbound contact
  • Troubleshoot and educate internal and external members on digital services
  • Uses Docusign to send documents to members and potential members
  • Setup access to online banking and telephone banking
  • Performs required research to resolve escalated issues
  • Provide support to inbound eServices queue
  • Provide support to inbound Member Care queue
  • Explains, promotes and informs members of various beneficial credit union products and services to members.
  • Process Member Care Center fulfillment requests
  • Provides members with account balance, activity, and history upon members' request.
  • Performs transactions, check withdrawals, transfers, and account maintenance.
  • Assists with dividend verification, common inquiries, NSF checks, and statement copies.
  • Performs loan payments, term calculations, and loan payoff information.
  • Informs members of savings, checking, money market, share certificates, IRA, and club account features and benefits
  • Maintains knowledge of Credit Union field of membership
  • Assists members with deposit account rates, stop payment orders, check copies, overdraft line of credit advances, and Courtesy Pay
  • Ability to apply commonsense understanding when dealing with problems involving variables in standardized situations
  • Attends assigned team meetings and/or training sessions as needed
  • Conduct on-the-job training for new Member Care Associates
  • Other duties as assigned
Education and Experience we're looking for:
  • High School diploma or GED
  • Three years prior customer service, preferably in financial institution and/or call center
  • Ability to type 50+ words per minute required
  • Demonstrate proficient writing ability
  • Demonstrate proficient business professional written and telephone etiquette
  • Must be able to multi-task
  • Chat experience is preferred
  • Some college preferred

Additional Notes:

Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws.

All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws.

Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC).

Any individual who meets the definition of a mortgage loan originator and is employed by a federal agency-regulated institution will need to be registered on NMLS.



Posted: 2021-03-26 Expires: 2021-04-26

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Digital Services Representative- Phoenix, AZ

OneAZ Credit Union
Phoenix, AZ 85027

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