Job Description

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 law


The individual in this position executes all duties associated with helping internal and external members with digital services functions (includes, but not limited to: bill pay, online banking, mobile banking, and telephone banking) and member calls to the Member Care and eServices queues by performing the following duties:

Essential Duties and Responsibilities

  • Process chat correspondences with membership via online banking and mobile application

  • Respond to member email inquiries

  • Ability to communicate effectively to members, vendors, and internal associates regarding sensitive inquiries or complaints by chat, email, or phone.

  • Ensures reports and chat/email responses are accurate and completed in a timely manner

  • Work with vendors to address and troubleshoot incidents as necessary

  • Responsible for processing Online Account Opening requests

  • Conducts onboarding process for new members, including outbound contact

  • Troubleshoot and educate internal and external members on digital services

  • Uses Docusign to send documents to members and potential members

  • Setup access to online banking and telephone banking

  • Performs required research to resolve escalated issues

  • Provide support to inbound eServices queue

  • Provide support to inbound Member Care queue

  • Explains, promotes and informs members of various beneficial credit union products and services to members.

  • Process Member Care Center fulfillment requests

  • Provides members with account balance, activity, and history upon members' request.

  • Performs transactions, check withdrawals, transfers, and account maintenance.

  • Assists with dividend verification, common inquiries, NSF checks, and statement copies.

  • Performs loan payments, term calculations, and loan payoff information.

  • Informs members of savings, checking, money market, share certificates, 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.

  • Ability to apply commonsense understanding when dealing with problems involving variables in standardized situations.

  • Attends assigned team meetings and/or training sessions as needed.

  • Conduct on-the-job training for new Member Care Associates

  • Develop an understanding of Credit Union philosophy, organization, bylaws, and operational procedures and comply with the requirements of the Bank Secrecy Act, AML, OFAC and all other applicable State and Federal Financial Institution Regulations.

  • Other duties as assigned

Education and/or Experience

High School diploma or GED; Three years prior customer service, preferably in financial institution and/or call center. Ability to type 50+ words per minute required. Demonstrate proficient writing ability. Demonstrate proficient business professional written and telephone etiquette. Must be able to multi-task. Chat experience is preferred. Some college preferred.

2355 W. Pinnacle Peak Rd., Phoenix, AZ 85027 USA

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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