Digital Services Representative

Our Purpose

At Vibe, we are driven by our mission to elevate community and create opportunity. We believe in fostering an environment of inclusivity where every team member has the chance to grow professionally. Guided by our core values - be inclusive, educate, embrace change, and seek opportunities - we are dedicated to making a positive impact in the lives of our members and communities. As we continue to grow and expand our team, we are seeking passionate individuals who share our vision and are eager to join us in our journey. If you are someone who is passionate about making a difference and is committed to creating a brighter future for our communities, we invite you to explore this exciting opportunity at Vibe!

Position Purpose

This position delivers exceptional service to internal and external members with enthusiasm, providing timely, accurate information, resolving issues, and making value-added referrals. Expertise in digital channels ensures effective member support, while strong communication, active listening, and problem-solving skills enhance the overall member experience.

Essential Duties

Member Interaction and Support:

• Facilitate effective communication with members across all communication channels (phone, email, chat, text, and video), clearly conveying the advantages of the full spectrum of products and services available through Vibe.

• Identify members' needs, clarify information, research issues, and provide solutions or alternatives.

• Assist with monetary transactions, loan information, debit/credit card issues, stop payments, and account adjustments.

Account Management and Product Promotion:

• Cultivate strong rapport with members to promote and cross-sell products and services that align with their needs and interests.

• Attend to member accounts by explaining the benefits of products and guiding the initiation of various products, such as new savings accounts, certificates of deposit, and lending products (e.g., personal loans, mortgages, auto loans).

• Process new memberships through online channels, along with sub-share accounts, certificates of deposit, and checking accounts, while assisting with product management and providing follow-up support during the onboarding process.

• Serve as the first line of defense in fraud detection and prevention, actively monitoring accounts for suspicious activities and implementing security protocols to protect members' financial information.

Research and Problem-Solving:

• Research and resolve fee reversal requests, member disputes, and discrepancies within accounts.

• Correct debit/credit card issues such as denied transactions or Falcon-blocked cards.

• Identify and prevent fraud on accounts by asking necessary security questions and implementing security protocols to protect member accounts.

• Report suspicious activities and potential fraudulent transactions promptly in accordance with company guidelines.

Technical Support:

• Provide assistance and troubleshooting for members' personal computers, browsers, and mobile devices, ensuring they can effectively utilize the credit union's technology.

Sales and Cross-Selling:

• Actively participate in the Credit Union's cross-selling program and strive to meet both individual and group sales goals.

• Compliance and Policies:

• Ensure adherence to policies and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), Customer Due Diligence (CDD), and fraud prevention.

• Demonstrate thorough knowledge of credit union products and services to accurately address member inquiries and provide relevant solutions.

Escalation and Decision-Making:

• Serve as an empowered decision-maker and escalation point for complex issues or operational challenges presented to the Digital Services department.

• Exhibit sound judgment and make timely decisions in alignment with credit union policies.

Managerial Communication:

• Keep the manager informed of day-to-day operations and any issues impacting department efficiency or member satisfaction.

• Maintain regular communication with the manager to ensure smooth operational flow.

Marketing and Promotions:

• Support marketing promotions and contribute to their success by informing members about new products and services.

General Duties:

• Meet all established service and sales goals.

• Be flexible with work schedules to meet the branch's demographic needs.

• Maintain accurate and detailed records of all key interactions to ensure proper documentation of accounts.

Education/Experience

• High School graduate or equivalent

• Prior experience in customer/member service is advantageous

• Familiarity with lending practices preferred

• Call Center experience preferred

Skills/Abilities

• Strong organizational skills

• Exceptional written and verbal communication

• Ability to multi-task

• Works well under pressure in a busy work environment

• Must be able to correspond effectively with lending staff

Physical Requirements

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions of the position. While performing the responsibilities of the job, the employee is required to hear, see, talk, stand, walk, stoop, kneel, lift, push, pull, and grasp.