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Virtual Member Support Representative

2 months ago

Monterey Park, California, United States F & A FEDERAL CREDIT UNION Full time
Position Overview

At F&A Federal Credit Union, we are dedicated to creating outstanding financial opportunities for our members and their families, ensuring their success today and for future generations. Our commitment is to serve employees from various sectors, including local municipal employees and their families. Our mission is to assist our members in achieving their financial aspirations at every stage of life by offering access to premium products, exceptional service, and reliable guidance. As part of the F&A team, you will benefit from a range of excellent perks:

  • Comprehensive Medical, Dental, Vision, and Life Insurance – fully covered employee premiums
  • Subsidized medical premiums for dependents
  • Employee Loan Discount Program – enhanced rates on home and auto loans
  • 401k plan with employer matching up to 3.5%
  • Profit sharing – 6% of annual salary contributed each full calendar year worked
  • Paid time off starting at 4 weeks annually
  • Up to 13 paid holidays
  • Flexible spending accounts for health and dependent care
  • Optional additional life insurance for employees and their families
  • Educational assistance program
  • Employee assistance program

Key Responsibilities

As a Digital Services Associate, your primary responsibility will be to provide member support, resolve issues, and facilitate electronic fund transfers. You will work collaboratively with your team to ensure comprehensive support for our members in all aspects of electronic services.

  • Access Federal Reserve systems for processing and confirming wire transfers.
  • Address complex member inquiries and complaints related to electronic services.
  • Handle share/loan transactions and necessary adjustments.
  • Maintain logs for all Regulation E error resolutions.
  • Support Card Services, including processing card orders, blocking lost/stolen cards, and managing awards redemptions.
  • Assist members and staff with inquiries related to digital banking.
  • Process items deposited through Remote Deposit Capture.
  • Contact members regarding potentially fraudulent transactions.
  • Assist with various departmental responsibilities, including ADH, bill pay, and share drafts.
  • Review departmental policies and procedures for accuracy.
  • Be available to work during the Credit Union's core business hours, Monday – Friday 8 am – 5 pm.

Qualifications

  • High school diploma or GED
  • Ability to be bonded and maintain status
  • One (1) to three (3) years of relevant experience, preferably in electronic funds transfer
  • Strong verbal and written communication skills
  • Proficiency in computer software (MS Word, Excel, Financial)
  • Accurate typing/data entry skills; ability to work on a PC for extended periods
  • Ability to evaluate, plan, and prioritize work effectively and independently
  • Adaptability to changing situations and problem-solving capabilities
  • Deliver courteous, friendly, and professional service
  • Ability to work independently with minimal supervision

F&A Federal Credit Union is an equal opportunity employer. We will consider qualified applicants with criminal histories in accordance with the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) ordinance.

Hourly range: $20.57 – $25.71.