Digital Personal Financial Associate I

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.

• 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.

• 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.

• 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

WHY JOIN HIGHMARK CREDIT UNION?

• Opportunity to make a meaningful impact in members’ financial lives
• Supportive, team-oriented culture
• Professional development and growth opportunities
• Competitive compensation and benefits package