EServices Representative

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Call Center Rep Lakewood, WA, US

Salary Range: $20.00 To $30.00 Hourly

At Harborstone Credit Union, we're more than a financial institution. We're a team dedicated to building dreams, changing lives, and helping our members achieve financial success. If you're passionate about serving others, enjoy problem-solving, and want to grow your career in a supportive and mission-driven environment, we'd love to meet you.

As an eServices Representative, you'll serve as the digital connection between Harborstone and our members. Through chat, online banking support, and digital service channels, you'll deliver exceptional member experiences while helping members confidently navigate their financial journey.

In this role, you will:

• Provide prompt, accurate, and empathetic support through digital communication channels.
• Assist members with online banking, account maintenance, transactions, and service requests.
• Guide members through digital tools and self-service options to increase financial confidence and digital fluency.
• Build trusted relationships by understanding member needs and providing personalized solutions.
• Identify opportunities to recommend products and services that support members' financial goals.
• Resolve inquiries efficiently while striving for first-contact resolution.
• Collaborate with teams across the organization to ensure a seamless member experience.

• Manage inbound chat, ticketing, and digital service requests with urgency and professionalism.
• Support online banking enrollment, navigation, and troubleshooting.
• Communicate accurate information while maintaining a high level of service and attention to detail.
• Follow established service procedures and quality standards.
• Handle escalated member concerns and work toward positive resolutions.

• Educate members on Harborstone products, services, and digital tools.
• Provide financial guidance and coaching to help members achieve their goals.
• Create positive experiences that foster trust, loyalty, and long-term relationships.
• Promote financial education resources and self-service solutions.

• Identify member needs and make appropriate product recommendations and referrals.
• Support current promotions and organizational initiatives.
• Contribute to Harborstone's growth through exceptional service and relationship building.

• Complete end-of-day balancing activities and maintain system accuracy.
• Support risk management and fraud prevention efforts.
• Partner with internal departments to ensure operational excellence.
• Participate in ongoing training and professional development.
• Perform other duties as assigned.

We're looking for someone who is passionate about helping others and committed to delivering an outstanding member experience.

• High School Diploma or GED.
• Customer service experience in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Ability to learn and navigate multiple technology platforms.

• Experience with in a financial institution or related industry.
• Experience supporting customers through digital or online channels.
• Familiarity with digital banking tools and technologies.

• Member-focused with a genuine desire to help others.
• Strong empathy and emotional intelligence.
• Reliable, dependable, and accountable.
• Detail-oriented and accurate.
• Positive team player who contributes to a collaborative culture.
• Curious and eager to learn new products, services, and technologies.
• Adaptable and comfortable working in a fast-paced environment.

At Harborstone, we believe that engaged teammates create exceptional member experiences. We're committed to investing in our employees through competitive compensation, comprehensive benefits, and meaningful career development opportunities.

• Competitive pay: $20 to $30 per hour DOE*
• 401(k) with employer match
• Medical, dental, and vision coverage
• Employer contribution toward dependent medical premiums
• Generous paid time off and paid holidays
• Professional development and…