Digital Member Service Representative

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training.   Founded in 1946 as a community-based credit union serving educators, we have since expanded to serve 23 counties across the state of Florida.  As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities.  BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the chance to succeed and feel a sense of belonging.  Our work environment is fun, fast-paced, and service-oriented. 

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym at our Corporate Headquarters
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

About the Role:

• The Digital Member Experience position supports the online Membership/Account channel. Responsibilities include processing digital account requests, performing account maintenance, resolving member needs, and identifying opportunities to enhance financial well-being through BrightStar products and services.

Duties and Responsibilities:

• Respond to member inquiries through digital channels, including online banking messages, secure email, phone, and text
• Manage incoming online account and share requests while providing a seamless omnichannel experience and exceptional service
• Assist members by determining appropriate accounts and services based on their needs presented digitally. Open and close accounts, answer questions, and resolve member needs
• Complete digital account maintenance (ATM/Debit card orders, title maintenance, and address all servicing needs within the position's authority)
• Identify members' financial needs through digital interactions and suggest products or services to meet them
• Provide outstanding service to each internal and external member as defined by our Service Standards and Promises
• Promote all BSCU products and services, including but not limited to online services, e-statements, BSCU extended products, mortgages, and investments
• Assist with general support and escalation for members transitioning to digital channels.
• Maintain high proficiency with online banking tools, CRM systems, digital communication software, and verification platforms
• Weekend or extended digital support hours may be required based on business needs.
• Maintain compliance with B.S.A., Security, and all digital authentication procedures.
• Other job-related duties as assigned

Qualifications and Education:

Physical Requirements:

The physical demands described here are those an employee must meet to perform the essential functions of this job successfully.   Reasonable accommodation may enable individuals with disabilities to perform essential functions.  While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds.  Specific vision abilities required by this job include close vision, color vision, and the ability to adjust.

BrightStar Credit Union is an Equal Opportunity Employer.  BrightStar Credit Union is a Drug-Free Workplace.