OneAZ Credit Union
Banking
VirtualServicesRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Virtual Services Representative at OneAZ Credit Union. Skills: Virtual services, Member support, Card servicing. Assist members with virtual services functions. Process bill pay”
Industry & Context.
Troubleshoot incidents; Research disputes; Resolve escalated issues
Credit and criminal background check
What They're Looking For.
Must Have
High School Diploma or GED, 3 to 5 years of experience, Ability to type 50+ words per minute
Nice to Have
Some college, Customer service experience in financial institution, Customer service experience in call center, Previous teller experience, Bilingual (Spanish/English), Chat experience
What You'll Do.
Assist members with virtual services functions
Assist with online banking
Assist with mobile banking
Service Debit/Credit Cards
Assist with telephone banking
Process chat correspondence
Respond to member email inquiries
Communicate with members regarding inquiries
Communicate with vendors regarding inquiries
Communicate with associates regarding inquiries
Process chatail responses
Work with vendors to troubleshoot incidents
Answer phone calls regarding Visa Debit Cards
Answer phone calls regarding Visa credit Cards
Identify fraudulent transactions
Initiate dispute documents
Research dispute documents
Send compliance letters
Credit accounts for fraudulent transactions
Process Visa disputes
Process ATM/POS disputes
Assist with ATM/POS adjustments
Research credit card statements
Re-mail credit card statements
Assist Associates with card questions
Take Lost/stolen reports
Process online account opening requests
Conduct onboarding process for new members
Troubleshoot virtual services
Educate members on virtual services
Send electronic agreements to members
Send electronic agreements to potential members
Set up member access to online banking
Set up member access to telephone banking
Resolve escalated issues
Provide support to Virtual Services queues
Provide support to Member Care queues
Explain Credit Union products
Promote Credit Union products
Inform members of Credit Union products
Explain Credit Union services
Promote Credit Union services
Inform members of Credit Union services
Process Member Care Center fulfillment requests
Provide account balance upon request
Provide account activity upon request
Provide account history upon request
Perform check withdrawals
Perform account maintenance
Assist with dividend verification
Assist with common inquiries
Assist with non-sufficient funds checks
Assist with statement copies
Perform loan payments
Perform term calculations
Provide loan payoff information
Inform members of savings account features
Inform members of checking account features
Inform members of money market features
Inform members of share certificate features
Inform members of IRA features
Inform members of club account features
Assist members with deposit account rates
Assist with stop payment orders
Assist with check copies
Assist with overdraft line of credit advances
Assist with courtesy pay
Attend assigned team meetings
Attend assigned training sessions
Conduct on-the-job training for new associates
How You'll Work.
Communication Scope
Written communication; Verbal communication
Full Job Description
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 m
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