Digital Member Center Agent

About the Role

We're looking for a Digital Member Center Agent who enjoys helping people, solving problems, and using technology to deliver exceptional service. The Digital Member Center Agent supports members and potential members through phone, email, video, and other digital channels while promoting digital adoption and meeting performance goals.

Responsibilities

• Provide member and potential member support through phone, email, video, and other digital channels
• Complete daily transactions, answer questions, and resolve issues using a one-stop resolution approach
• Troubleshoot card and bill payment concerns
• Identify needs and recommend Credit Union products and services that improve member engagement
• Safeguard member information through strong verification, confidentiality, and fraud awareness
• Support member communications (welcome packets, birthday letters, loan letters) and participate in community events

Success Metrics

• Exceptional service aligned with the Credit Union's Core Values
• Meeting or exceeding key performance indicators (KPIs)
• Accurate, timely support with minimal errors
• Consistent relationship selling and solution-based conversations

Requirements

• High school diploma or GED
• 1–3 years of customer service or related experience (financial services preferred)
• Strong communication skills, including on-camera professionalism
• Comfortable using multiple systems and digital tools
• Self-motivated, goal-driven, and eager to exceed expectations

Benefits

• Bi-weekly 401(k) Match and Profit Sharing
• Education reimbursement
• Up to $600 in wellness reimbursement annually – fitness equipment, gym membership, massages, etc.
• Full Medical, Dental, Vision, and Prescription Insurance coverage
• Health Savings Account with bi-weekly Employer Contributions
• Employer Paid Life Insurance
• Employer-paid Short and Long Term Disability coverage
• Pet Insurance
• Health Advocacy Support
• Generous Paid Time Off
• 12 Paid Holidays
• Employee Assistance Programs
• Monthly commissions and incentives
• Employee Appreciation Events
• Community Volunteering Opportunities
• Performance and Discretionary Bonuses
• Employee Discount Program for travel, shopping, restaurants, etc.

Pay

$18.51 per hour