DIGITAL SERVICE REPRESENTATIVE (Closing Shift - Admin Center - Traverse City)

About the position

The Digital Service Representative I provides transactional and service support to members through digital channels, including video interactions. This role is responsible for accurately processing transactions, assisting with account maintenance, and providing basic information on products and services. The position focuses on delivering efficient, professional service while identifying opportunities to support member financial needs. Through accuracy, responsiveness, and service excellence, this role helps ensure a seamless digital banking experience.

Responsibilities
• Process transactions including deposits, withdrawals, loan payments, and advances through video and digital channels
• Maintain accuracy and balancing standards for all transactions
• Ensure all transactions are completed in accordance with policies and procedures
• Assist members with inquiries related to accounts, products, services, and payments
• Provide prompt, courteous, and professional service in all interactions
• Resolve routine member requests and escalate complex issues as needed
• Perform account maintenance including updates, transfers, and service changes
• Assist members with setting up sub-accounts, auto transfers, and digital banking services
• Support completion of forms and service requests
• Identify opportunities to recommend relevant products and services
• Support referral and sales efforts through digital interactions
• Help members understand available solutions to support their financial goals
• Maintain accurate records, reports, and documentation
• Ensure compliance with policies, procedures, and regulatory requirements
• Support opening and closing procedures and operational responsibilities
• Maintain a clean, organized, and professional work environment
• Collaborate with team members and leadership to support member needs
• Assist other departments as needed
• Participate in meetings and training sessions
• Contribute to a positive, team-focused work environment

Requirements
• High school diploma or equivalent required
• Customer service experience preferred
• Financial institution experience is a plus
• Basic understanding of financial products and services
• Strong communication and customer service skills
• Attention to detail and accuracy in transaction processing
• Ability to multitask in a fast-paced environment
• Problem-solving and critical thinking abilities
• Basic math and computer skills
• Ability to operate digital service platforms and business applications
• Adherence to Bank Secrecy Act & OFAC requirements
• Adherence to U.S. Patriot Act regulations
• Adherence to Gramm-Leach-Bliley privacy and information security standards

Nice-to-haves
• Spanish-English bilingual proficiency preferred

Benefits
• Comprehensive medical, dental, and vision insurance
• Generous PTO and paid holidays
• 401(k) with employer match
• Tuition reimbursement and professional development opportunities
• Career growth pathways within a stable and growing organization
• A collaborative, supportive culture focused on teamwork and DEI
• Community involvement opportunities