Digital Service Rep II

We are seeking a dedicated team player to join our Contact Center as a Digital Services Rep II. The ideal candidate will:

Have strong customer service and communication skills, with the ability to deliver exceptional member experiences through phone, video, and digital channels.

Be detail-oriented, tech-savvy individual with the ability to review applications, verify documentation, and identify potential fraud or compliance concerns.

Be a self-motivated team player who can meet performance goals, multitask effectively, and maintain strong working relationships across departments.

• Be within a commutable distance to our Rutland, VT Operations Center. Hybrid work opportunities may be available after an initial training period.

Serving as the first point of contact for members by processing online loan and account applications, answering calls/video calls, and resolving inquiries with one-call resolution in mind.

Reviewing, assessing, and completing loan and membership applications while proactively communicating status updates and guiding members through each step.

Opening new accounts and loans, cross-selling products and services, documenting fraud concerns, and ensuring all work meets compliance, accuracy, and quality standards.

• Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well‑being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.
• Benefits Include:
  • Paid time off in addition to paid federal holidays
  • Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
  • 401k match
  • Ongoing training opportunities
  • 8 hours of volunteer time with an organization important to you
  • Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)

Salary Range: $20.54- $25.68

Position Title: Digital Services Representative II

FLSA Status: Non-Exempt

Department : Retail Operations

EEO Code: Administrative Support Workers

Reports To: Contact Center Supervisor

Grade: 7

Summary:

As a Digital Services Representative II will be the first point of contact for our membership over the phone and through digitals channels regarding their lending and membership application s while providing exceptional member experience s . This position ensures a smooth, member-focused experience by reviewing applications, verifying member information, and collaborating with other departments to support application approvals.

Process member applications through the credit union’s online loan and account application system . Ensure timely processing of all loan and account applications. Review, assess, and process online applications for both new membership, addition of services , and loan requests.

Answer incoming video calls promptly and professionally to respond and resolve members’ inquiries and requests with a focus on one call resolution. Provide accurate information about products, services and company policies. Follow-up with members and elevate issues to supervisors when necessary.

Provide exceptional member experiences to applicants throughout the lifespan , and beyond their application. Provide clear and helpful guidance to members throughout the application process. Proactively communicate the status of loan and membership applications to members. Troubleshoot and resolve any issues or concerns related to online applications.

Maintain an up-to-date and comprehensive knowledge of all credit union products and services that are handled or promoted by the Member Applications Specialist . Proactively identify , promote, explain and cross-sell credit union products and services.

Have a strong sense of identifying and preventing fraudulent activity. Work closely with the supervisor and compliance team to protect our members and company from financial loss . Document all fraud cases and maintain…