Live Chat Representative
About the position The Live Chat Representative is responsible for providing exceptional service to members through the credit union’s live chat and secure messaging channels. This role assists members with inquiries, account maintenance, and digital banking support while promoting products and services that meet their financial needs. The Chat Agent ensures all interactions are handled with professionalism, accuracy, and compliance with credit union policies and regulatory requirements. This role may provide phone support depending on business needs.
Responsibilities
- Assists members and potential members with credit union general inquiries regarding accounts, online banking, products and more.
- Handles multiple chat interactions simultaneously with a high degree of accuracy.
- Respond promptly and professionally to member inquiries through live chat, secure messaging, and other digital communication channels.
- Assist members with account questions, transactions, password resets, and navigation of online and mobile banking tools.
- Guide members through troubleshooting steps for online banking, mobile app usage, and remote deposit services.
- Identify member needs during chat interactions and recommend credit union products and services that support their goals.
- Participate in ongoing training to stay up to date on product knowledge, policies, and chat best practices.
- Performs other duties as assigned.
Requirements
- A high school diploma or equivalent.
- 1+ year of customer service experience in a financial institution, call center, or retail environment preferred.
- A friendly, courteous, and professional attitude.
- Strong written communication skills with the ability to convey complex information clearly and concisely.
- Proficiency with digital platforms, chat systems, and MS Office (Word, Excel, PowerPoint).
- Type 40 WPM with high level of accuracy.
- Ability to multi-task with excellent organizational and project management skills.
- Working knowledge of MS Office (Word, Excel, PowerPoint).
- Demonstrated strong organizational skills and exceptional attention to detail.
- Must be team player, self-starter, highly motivated and self-confident with the ability to work collaboratively and independently.
- Must enjoy working with the public and be able to effectively deal with people under adverse and stressful conditions.
- Must possess a thorough understanding of the Bank Secrecy Act, as well as other applicable federal regulations, including but not limited to the USA PATRIOT Act, Office of Foreign Assets Control (OFAC) regulations, Anti-Money Laundering (AML) laws, the Right to Financial Privacy Act, and the Bank Bribery Act.
Nice-to-haves
- Prior experience in live chat, email support, or online member service preferred.
Benefits
- Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts
- 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.
- Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).
- 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance
- Employee Assistance Program
- Undergraduate and Graduate Tuition Reimbursement
- In-depth New Employee Orientation showcasing Credit Union Values and Vision
- A Think Big culture dedicated to performance excellence and continual growth
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