Virtual Services Representative

OneAZ Credit Union

. Work in-office at the Corporate Office at 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027 .

Posted 10/22/2026full-timePhoenix • Arizona • United StatesMid-LevelSenior💰 $21 - $26 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service within a financial institution, with strong communication skills and the ability to handle sensitive inquiries and complaints. Proficient in processing transactions, account maintenance, and educating members on financial products and services.

Highest-signal resume keywords

Customer Service ExperienceStrong Written/Verbal Communication SkillsTyping Speed 50+ Words Per MinuteBilingual (Spanish/English)Knowledge of BSA, AML, USA Patriot Act, and OFAC

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Transaction ProcessingAccount MaintenanceFraud IdentificationDispute ResolutionOnline Banking SupportMobile Banking SupportDebit/Credit Card ServicingNew-Member OnboardingChat CorrespondenceTyping Proficiency

Soft Skills

Multitasking AbilityTelephone EtiquettePassion for PeopleInnovationGrowth Mindset

Certifications & Qualifications

High School Diploma or GED

Industry Keywords

Financial InstitutionCall CenterMember CareCompliance LettersATM/POS AdjustmentsCredit Union ProductsSavings AccountsChecking AccountsIRA AccountsBSA Compliance

About the role

Key responsibilities & impact

Work in-office at the Corporate Office at 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027
Assist internal and external members with bill pay, online banking, mobile banking, debit/credit card servicing, telephone banking, and Member Care/Virtual Services queues
Process chat correspondence and respond to member email inquiries
Communicate with members, vendors, and internal associates by chat, email, and phone regarding sensitive inquiries or complaints
Process reports and chat/email responses
Troubleshoot incidents with vendors and resolve escalated issues through research
Handle Visa debit and credit card calls, fraud identification, disputes, compliance letters, credits, and ATM/POS adjustments
Process online account opening requests and conduct new-member onboarding, including outbound contacts
Educate and troubleshoot virtual services for internal and external members
Send electronic agreements and set up online and telephone banking access
Provide account balances, activity, and history; perform transactions, withdrawals, transfers, account maintenance, loan payments, term calculations, and payoff information
Explain and promote credit union products and services, including savings, checking, money market, share certificates, IRA, and club accounts
Assist with deposit account rates, stop payments, check copies, overdraft advances, and courtesy pay
Attend team meetings and training sessions
Train new Member Care Center associates

Requirements

What you’ll need

High School diploma or GED (General Education Development) Required
3 to 5 years of similar or related experience, including customer service experience, preferably in a financial institution and/or call center
Ability to type 50+ words per minute required
Strong professional written/verbal communication skills, multitasking ability, and telephone etiquette (High proficiency)
A passion for people, innovation, and growth
Previous teller experience preferred
Some college preferred
Bilingual (Spanish/English) a plus
Chat experience preferred
Candidates must authorize credit and criminal background checks
Must comply with applicable policies, laws, and regulations, including BSA, AML, USA Patriot Act, and OFAC

Benefits

Comp & perks

Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time
Low-cost Medical, Dental & Vision plans
Paid childcare assistance
Award-winning 401K
Gym fee reimbursement
Tuition Reimbursement
Student loan repayment
Additional benefits detailed in the Benefits Booklet