Virtual Services Representative

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
• Other Some college preferred.
• 3 to 5 years of similar or related experience. Customer service experience, preferably in financial institution and/or call center.
• Previous teller experience. Preferred
• Bilingual (Spanish/English) a plus.
• Ability to type 50+ words per minute required.
• Strong professional written/verbal communication skills, multitasking ability, and telephone etiquette. (High proficiency)
• Chat experience preferred.
• A passion for people, innovation, and growth.

Compensation & Benefits

• Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time
• Low-cost Medical, Dental & Vision plans
• Paid childcare assistance
• Award-winning 401K
• Gym fee reimbursement
• Tuition Reimbursement
• Student loan repayment
• ...and much more. Explore all the details in our comprehensive Benefits Booklet
• Target hiring range $21.00 / hr - $26.00 / hr (Depending on experience and prior to any incentives this position is eligible for)

Why Join OneAZ?


At OneAZ, we're not just a credit union; we're a financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers, aspiring to be the bank for new pioneers.


We are driving change in our communities, constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise, you'll be part of a team committed to exceeding expectations and redefining what's possible.


Additional Notes:


Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights. Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws. Any individual who meets the definition of a mortgage loan originator (MLO) and is employed by a federal agency-regulated institution will need to be registered on the Nationwide Mortgage Licensing System (NMLS). Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.