Digital Personal Financial Associate I

Job Description

Job Description

DIGITAL PFA I
JOB DESCRIPTION JOB SUMMARY The Digital Personal Financial Associate I serves as a primary point of contact between Highmark Credit Union and its members through digital and remote channels. The associate provides exceptional member service by handling account inquiries, assisting with transactions, educating members on digital services, identifying lending opportunities, and processing consumer loans in accordance with lending policies.
Our Mission is “To educate and inspire our Highmark family so that all can achieve success.” The Digital Personal Financial Associate I plays a key role in bringing this mission to life by ensuring every interaction is welcoming, educational, and solution driven. ESSENTIAL FUNCTIONS Member Service & Communication

• Handle inbound and outbound calls, live chats, and secure messages with professionalism and efficiency.
• Research existing memberships for potential refinance or cross-sell opportunities.
• Assist members with all account-related questions, issues, and transactions.
• Provide accurate information on Highmark products and services, ensuring members understand available benefits.
• Educate members on online and mobile banking services, payment tools, and troubleshooting digital access issues.

Lending & Financial Solutions

• Analyze and process consumer loan applications in compliance with Credit Union policy.
• Refer mortgage, business, and specialized loan requests to appropriate departments.
• Identify cross-selling and lending opportunities to meet established sales goals.
• Maintain and manage delinquent loan queues as directed by the Collections Department; assist members in resolving early-stage repayment issues.

Account Management

• Open, process, and maintain all types of new and existing member accounts.
• Process requests such as share transfers, loan payments, withdrawals, line of credit advances, and check orders.
• Prepare loan documentation, adverse action letters, and maintain lending department files.
• Support lobby operations during periods of high member volume.

Operational Excellence

• Adhere to established call center schedules and performance standards.
• Suggest improvements to enhance efficiency, productivity, and income generation.
• Actively seek ways to reduce losses and use Credit Union resources responsibly.
• Support other duties as assigned to advance Highmark’s mission, vision, and values.

PROFESSIONAL BEHAVIOR

• Deliver on service commitments to both members and colleagues.
• Demonstrate teamwork, professionalism, and respect in all interactions.
• Value diversity and inclusivity, treating everyone with dignity and fairness.
• Be proactive, self-directed, and solution-oriented in serving members and supporting the team.
• Uphold a professional image and presence that reflects the values of Highmark Credit Union

MINIMUM QUALIFICATIONS

• Associate’s degree in business or finance (or equivalent experience) and 6 months of experience performing essential functions as they relate to the financial services industry
• Knowledge of standard business practices
• Knowledge of Credit Union services and products including the legal and regulatory requirements
• Demonstrated analytical and problem-solving skills
• Must pass required background check

CORE COMPETENCIES

• Member Service & Relationship Building
• Financial Services Knowledge
• Consumer Lending & Credit Analysis
• Account & Transaction Processing
• Regulatory & Compliance Knowledge
• Risk Management & Fraud Prevention
• Sales & Business Development
• Cash Handling & Accuracy
• Problem Solving & Decision-Making
• Communication & Interpersonal Skills
• Confidentiality & Data Security
• Attention to Detail
• Teamwork & Collaboration
• Technology & Digital Banking
• Community Engagement
• Ethical & Professional Conduct

PHYSICAL REQUIREMENTS

• Ability to sit or stand for extended periods
• Frequent use of hands for computer and office equipment
• Occasional lifting of up to 25 pounds

WORK ENVIRONMENT

• Team-focused
• Professional, member-focused credit union environment
• Collaborative environment
• High level of professionalism, confidentiality, accuracy, and attention to detail
• Fast paced, with employees managing multiple priorities while providing timely and courteous service
• Community Engagement

SCHEDULE & TRAVEL

• Full-time hybrid position