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OneAZ Credit Union · 3 months ago

Virtual Services Representative NOT REMOTE

Phoenix, AZ, US

Full-time

Onsite

Mid Level

$20/hr - $25/hr

3+ years exp

OneAZ Credit Union is dedicated to creating lasting change in the lives of its members and communities. The Virtual Services Representative is responsible for assisting members with various virtual services functions, including online banking, mobile banking, and handling inquiries related to debit/credit cards.

BankingFinancial Services

Comp. & Benefits

Responsibilities

Processes chat correspondence with members via online banking and mobile application

Responds to member email inquiries

Communicates with members, vendors, and internal associates regarding sensitive inquiries or complaints by chat, email, and phone

Processes reports and chat/email responses

Works with vendors to address and troubleshoot incidents

Answer phone calls regarding Visa Debit and/or credit Cards

Identify fraudulent transaction

Initiate and research dispute documents

Send compliance letters affiliated with disputes and Reg. E

Credit accounts for fraudulent transactions

Processes Visa/ATM/POS disputes

Assists with ATM/POS adjustments as needed

Researches addresses on credit card statements and re-mail

Assist Associates concerning any card questions

Takes Lost/stolen report from associates and/or members

Processes online account opening requests

Conducts onboarding process for new members, including outbound contacts

Troubleshoots and educates internal and external members on virtual services

Uses electronic agreements to send documents to members and potential members

Sets up member access to online banking and telephone banking

Performs required research to resolve escalated issues

Provides support to inbound Virtual Services and Member Care queues

Explains, promotes, and informs members of Credit Union products and services

Processes Member Care Center fulfillment requests

Provides members with account balance, activity, and history upon members' requests

Performs transactions, check withdrawals, transfers, and account maintenance

Assists with dividend verification, common inquiries, non-sufficient funds (NSF) checks, and statement copies

Performs loan payments, term calculations, and loan payoff information

Informs members of savings, checking, money market, share certificates, individual retirement account (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

Attends assigned team meetings and/or training sessions as needed

Conducts on-the-job training for new Member Care Center associates

Qualification

Customer service experienceTyping 50+ words per minuteBilingual (Spanish/English)Chat experienceMultitasking abilityTelephone etiquettePassion for peopleInnovationCommunication skillsGrowth