Digital Services Representative I

WHITEFISH CREDIT UNION 

POSITION DESCRIPTION

Position Title: Digital Services Representative I - Available to fill in Kalispell, Missoula or Thompson Falls

Organizational Relationships: Reports to assigned Digital Services department manager

Supervisory Responsibilities: None 

General Function: Serve as professional, knowledgeable and friendly “voice” of Whitefish Credit Union. Receive incoming calls and determine the products, services or resources that the member either requires or from which the member could benefit. Provide direct support services to members and potential members, and if unable to provide direct support, connect them with the appropriate WCU staff representative. Assist and support all Digital Services managers and representatives in departmental processes as assigned.

Position Functions:

• Answer the majority of all inbound calls, determining the needs of the caller, and verify the caller’s identity, minimizing the caller’s time and effort in resolving their concern
• Be knowledgeable of all aspects of the Digital Services Department through cross training 
• Identify products/services that might be beneficial to members and provide information about their value and benefit.
• Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member’s needs are addressed in a polite and friendly manner.
• Cross-sell online banking and online bill pay services and assist members in online banking enrollment and understanding the e-statement process.
• Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.
• Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member requests and merchant verifications.

Position Requirements:

• Ability and willingness to interact calmly and professionally with people from all backgrounds.

• Ability to lift up to 15 lbs., with or without accommodation.

• Protect Member and Whitefish Credit Union confidential information.

Required Education and Experience:

• High school diploma or equivalent.
• 1-3 years of similar or related experience, including preparatory experience.

Compensation Package

• Competitive starting wage
• 100% paid health insurance for employee 
  • FSA (Flex plan) available
  • Telehealth available
• 3% employer 401k contribution (no matching requirement)
• 8% employer pension plan contribution (following first year of employment)
• 11 paid federal holidays (Saturday holidays excluded)
• 17 days of PTO annually, accrued monthly
• Life and disability insurance
• Wellness program
• Social Responsibility Policy – 24 hours annually of paid time for non-profit volunteer efforts
• Tuition Reimbursement Program – application-eligible following one year of employment

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to change and revision at any time. Position functions and requirements are listed as guidelines only and the job is not necessarily limited to these specifications.