Digital Member Service Specialist

Job Description

Job Summary

In this role, you will play a crucial part in assisting members primarily through electronic communication channels, delivering timely and accurate support for all account-related inquiries and transactions. You will be instrumental in ensuring an excellent digital service experience, upholding stringent security protocols, and proactively identifying opportunities to offer additional valuable products and services to our members.

Salary

$21.00 – $26.00 Per Hour, Depending on Experience

About Us – Hughes Federal Credit Union

Hughes Federal Credit Union is deeply committed to making a positive difference in the financial lives of our members. Our dedication extends beyond our membership to the broader Tucson community, where we actively sponsor and support local charities and organizations focused on promoting financial literacy for future generations. Join our award-winning team and discover why we have been recognized as a “Best-In-State” credit union for four consecutive years!

Key Responsibilities

• Provide comprehensive assistance to members via digital channels for inquiries concerning accounts, memberships, and various credit union services.
• Respond to all electronic communications promptly, professionally, and with a member-centric approach.
• Facilitate the opening of new accounts, including diverse types such as share, checking, term share, money market, HSA, and IRA accounts.
• Process account closures efficiently, adhering strictly to member requests and established credit union procedures.
• Verify member identities diligently to prevent fraud and safeguard against identity theft.
• Execute account updates and file maintenance accurately within the core banking system.
• Address questions regarding credit union products and services, providing clear, concise, and helpful information.
• Proactively identify member needs and recommend appropriate products or services that align with their financial goals.
• Process payments, deposits, and transfers with high accuracy using the core system.
• Handle over-the-phone outgoing wire transfer requests in strict compliance with all regulatory standards.
• Collaborate effectively with internal departments and branch teams to ensure seamless and efficient member support across all channels.

Qualifications

Required

• Six months of similar or related experience, preferably within a customer service or administrative role.
• High school diploma or equivalent (preferred).
• Demonstrated comfort and proficiency in multitasking while typing and composing professional emails.
• Ability to adapt quickly and effectively to a fast-paced digital workflow environment.
• Strong capability to handle sensitive member information with the utmost discretion and confidentiality.
• Prior customer service experience, ideally within the financial services industry.

Preferred

• Direct experience working within a credit union or another financial institution.
• In-depth knowledge of various account types, including IRAs, HSAs, and term share accounts.
• Bilingual abilities are considered a significant asset.

What We Offer

• Generous Paid Time Off Policy:
  • Up to 15 days in your 1st year of service.
  • Paid Time Off increases with tenure, rewarding your commitment.
• VTO (Volunteer Time Off): Up to 16 hours yearly to support causes you care about.
• 401(k) Plan:
  • A strong 7% company match to help you build your future.
• Health, Dental, and Vision Insurance: Comprehensive coverage for your well-being.
• Health Savings Account (HSA): Available with an Employer Contribution.
• Free Vision Insurance: An added benefit for your eye care.
• Life and Disability Insurance: Provided by the Credit Union, with Optional Supplemental Coverage available for added peace of mind.
• Competitive Wage and Professional Development: Opportunities for growth and career advancement.
• Educational Assistance: Support for your continuous learning and professional development.

Hughes Federal Credit Union is a background screening, credit check, and E-Verify workplace.