Virtual Services Representative - Onsite

Join Us in Making an Impact ✨ At OneAZ Credit Union, our success is measured only by yours. We’re here to create lasting change in the lives of our members, our communities, and our team. If you're looking for a career with purpose, where your work truly matters—you've found it! Who You Are 🧩 You’re impactful, compassionate, and fearless, ready to embrace new challenges and shape the future of financial well-being. You take accountability for our success and thrive in an environment where curiosity is celebrated. If this sounds like you, let’s build something great together. What You’ll Do 🚀 📍This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027 *** Please be advised that this is NOT a remote position. The person who fills this role will work in-office. *** A Virtual Services Representative executes duties associated with assisting internal and external members with virtual services functions, including, but not limited to, bill pay, online banking, mobile banking, Debit/Credit Card related inquiries and servicing, telephone banking, as well as member calls to the Member Care and Virtual Services queues. Processes chat correspondence with members via online banking and mobile application. Responds to member email inquiries. Communicates with members, vendors, and internal associates regarding sensitive inquiries or complaints by chat, email, and phone. Processes reports and chat/email responses. Works with vendors to address and troubleshoot incidents. Answer phone calls regarding Visa Debit and/or credit Cards. Identify fraudulent transaction. Initiate and research dispute documents. Send compliance letters affiliated with disputes and Reg. E. Credit accounts for fraudulent transactions. Processes Visa/ATM/POS disputes. Assists with ATM/POS adjustments as needed. Researches addresses on credit card statements and re-mail. Assist Associates concerning any card questions. Takes Lost/stolen report from associates and/or members. Processes online account opening requests. Conducts onboarding process for new members, including outbound contacts. Troubleshoots and educates internal and external members on virtual services. Uses electronic agreements to send documents to members and potential members. Sets up member access to online banking and telephone banking. Performs required research to resolve escalated issues. Provides support to inbound Virtual Services and Member Care queues. Explains, promotes, and informs members of Credit Union products and services. Processes Member Care Center fulfillment requests. Provides members with account balance, activity, and history upon members' requests. Performs transactions, check withdrawals, transfers, and account maintenance. Assists with dividend verification, common inquiries, non-sufficient funds (NSF) checks, and statement copies. Performs loan payments, term calculations, and loan payoff information. Informs members of savings, checking, money market, share certificates, individual retirement account (IRA), and club account features and benefits. Maintains knowledge of Credit Union field of membership. Assists members with deposit account rates, stop payment orders, check copies, overdraft line of credit advances, and courtesy pay. Attends assigned team meetings and/or training sessions as needed. Conducts on-the-job training for new Member Care Center associates. What You Bring 🎯 High School Diploma High School diploma or GED (General Education Development) Required <span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;