Job Description

Live Chat Representative

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.

Essential Functions & Additional 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.

Education and Experience:

• A high school diploma or equivalent.
• 1+ year of customer service experience in a financial institution, call center, or retail environment preferred.
• Prior experience in live chat, email support, or online member service preferred.

Other Skills:

• 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.
• 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.

Work Environment:

Hybrid

Physical Requirements:

Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10lbs of force occasionally to life, carry, push, pull, or move objects.

Position Type/Expected Hours of Work:

Full-Time/40 hours per week

Classification:

NON-EXEMPT

Other Duties:

Please note this job description is not a comprehensive list of activities, duties or responsibilities that are required in this position. Duties, responsibilities and activities may change at any time with or without notice.

When joining USF Federal Credit Union, you can expect to work for a company that:

• Strives to be the most influential partner in our Members' financial journey.
• Has been recognized with awards such as the Sterling Governor's Award for Excellence and League of Southern Credit Unions & Affiliates Credit Union of the Year.
• Has a culture of engagement, growth, process improvement and community volunteerism.
• Received the Top Places to Work award for 2024 & 2025 in Financial Industries.

What's in it for you:

• 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

About Us:

For 65 years, USF FCU has experienced rapid growth and is dedicated to delivering financial solutions to improve our members' lives. Our success is thrilling, but our core values of excellence, passion, innovation, community, and collaboration mean our relationships with our members and our employees will always be our top priority! We have grown to over 73,000 members and $1.1 billion in assets, robust online and mobile banking, 9 branch locations and thousands of shared branches and fee-free ATMs nationwide.

Our vision is to be the most influential partner in each member's financial journey.

Our mission is to deliver financial solutions to improve members' lives.

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