DIGITAL SERVICE REPRESENTATIVE (Traverse City - Admin Center - Early-Mid Shift) in Traverse City, Michigan at 4Front Credit Union

Digital Service Representative I

4Front Credit Union | Communication Center | Non-Exempt

Wage Range: $17.81 - $22.27

Early-Mid Shift: 8:00am-4:30pm Non Saturday, 8:00am-5:15pm Saturday Week

This position is not eligible for immigration sponsorship.

This position is not eligible for remote work.

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About 4Front Credit Union

At 4Front, we are more than a financial institution — we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams.

We believe in:

• Building authentic relationships
• Empowering our employees to grow and lead
• Creating a culture of respect, inclusion, and collaboration
• Delivering service that truly wows

Our team members live our credit union philosophy every day — people helping people.

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Why Join 4Front?

We care deeply about our team. When you join 4Front, you can expect:

• Competitive pay
• 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

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Reporting Structure

• Reports to: Communication Center Assistant Manager II / III
• Supervises: None

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Position Purpose

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.

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What You’ll Do

Digital Transactions & Processing

• 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

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Member Service & Support

• 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

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Account Maintenance & Support

• 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

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Relationship Building & Sales Support

• 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

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Operational Excellence

• 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

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Team Collaboration

• 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

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What Success Looks Like

• Transactions are accurate, balanced, and completed efficiently
• Member interactions are professional, responsive, and solution-focused
• Member inquiries are resolved effectively or escalated appropriately
• Referral and sales efforts support member needs and team goals
• Strong collaboration and communication within the team
• Digital service experience is seamless and consistent

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Qualifications

Education

High school diploma or equivalent required

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Experience

Customer service experience preferred

Financial institution experience is a plus

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Knowledge & Skills

• 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

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Physical & Work Environment

• Primarily office or remote service center environment
• Frequent sitting and computer use
• Repetitive hand and finger motion for typing and system navigation
• Occasional lifting up to 50 lbs

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Compliance Commitment

This role requires adherence to:

• Bank Secrecy Act & OFAC requirements
• U.S. Patriot Act regulations
• Gramm-Leach-Bliley privacy and information security standards

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Additional Expectations

• Perform additional duties and responsibilities as assigned

This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.