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Digital Banking Representative 


Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace four years in a row. Being part of the Digital Banking Team and TFCU overall will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace. Additionally, this position is responsible for providing quality member and staff support using our Online and Mobile Banking Services. Provides information by phone or electronically to members/potential members in an accurate and efficient manner, answers questions and inquiries, troubleshoot problems, handle complaints and cross-sells products and services.


GENERAL RESPONSIBILITIES: This position is responsible for all duties relating to Digital services processing over the phone and/or digital request, opening and maintenance of member accounts, cross selling of Credit Union products and services, ensuring adherence to policies, procedures, security and compliance, and providing high quality member service.



  • Support members and staff by phone or electronically with all services offered in Online and Mobile Banking
  • Outbound calling to onboard new Members.
  • Open Online accounts, ensuring applicant meets membership criteria, all documentation is complete
  • Cross–sell Credit Union products and services
  • Identify and resolve Member issues
  • Meets commitments to Members.
  • Follow-up with Members as outlined in the internal service standards.
  • Initiate and/or assist with sales calls for new deposit / loan business
  • Quote product rates
  • Processes non-cash transactions such as transfers, withdrawals, loan payments, etc.
  • Maintain and update tracking reports
  • Cross Train to back up the e-Services Coordinator to support Online and Mobile Banking as well as Online applicants.
  • Provide service that meets the Service Standards defined by Tropical Financial Credit Union as measured by the Net Promoter Score survey; annual goals are established through the Performance Management Process.
  • Support and provide superior service via phone, fax or email as a receiver and caller.
  • Use questioning and listening skills that support effective telephone communication.
  • Use an effective approach to handle special telephone tasks like call transfer, taking messages, call backs, holds, interruptions, and unintentional disconnects.
  • Understands the impact of attitude in handling calls professionally.
  • Effectively deal with job stress, angry callers, and upset members.
  • Use the most appropriate way to communicate with different behavior types on the telephone.
  • Apply the elements of building a positive rapport with different types of members over the phone.
  • Apply the proper telephone etiquette to satisfy various member situations.
  • Apply appropriate actions to effectively control a telephone call.
  • Identify voice skills and how to enhance a good telephone presentation.
  • Display Time flexibility towards shifts as per work requirements.
  • Seek opportunities for process improvement to better enhance the Member experience


  • Ensure compliance with Credit Union policies and procedures and with State and Federal regulations
  • Ensure total data / document / reporting integrity
  • Knowledge of MS Word, Excel and Outlook
  • Manage Member workload / workflow
  • Recommend service / delivery enhancements
  • Attend educational / training seminars
  • Recommend improvements to procedures
  • Provide telephone coverage as required
  • Maximize office and data security
  • BSA Compliance: every employee is required to uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
  • In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
  • Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.
  • Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending and Credit Card Act.
  • Comply with all TFCU policies and procedures to ensure compliance with such regulations.
  • Performs related duties as required with or without accommodation.

We offer Excellent Benefits such as:

  • Medical, Rx, Dental, and Vision Insurance
  • Retirement Profit Sharing 401K Plan
  • Accident, Cancer and Hospital Indemnity Plan
  • Prepaid Legal
  • Voluntary Life Insurance
  • Pet Discount Program
  • Paid Time Off/ 11 Paid Holidays
  • Tuition Reimbursement/Student Loan Paydown Program
  • And so much more!
Position Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Strong (Intermediate to expert) knowledge of browsers and computer skills to support Members and Staff with Online and Mobile Banking
  • Strong proven working knowledge of credit union/banking concepts, practices, procedures and relevant systems.
  • Excellent interpersonal, motivational, analytical, and oral and written communication skills.
  • Strong sales skills with proven ability to cross sell products and services.
  • Capable of analyzing reports with operational/financial/statistical data.
  • Proven organizational skills and strong ability to multi-task in a face paced environment.
  • Must be a self-starter and possess above average time management, problem solving and prioritization skills.
  • Ability to meet deadlines in an organized and timely fashion.
  • Ability to work independently, with minimal supervision at times.
  • Participate positively in team work

Education and/or Experience

  • High School diploma or equivalent required.
  • 3 years relevant Financial Services experience and/or customer service experience and preferred a minimum of 3 years technical experience
    • Intermediate to expert knowledge of PC Microsoft Office Products: Word, Excel, and Outlook is required.
  • Proficient with written and oral communication skills.
  • Excellent written skills to include email etiquette.
  • Bi-lingual (English and Spanish) written and oral communication preferred



Verbal phone ability, hearing, sitting at desk.


Understanding verbal and written communication, grammar, computers


Telephone, computer, printer, fax, copier


Hybrid Environment - Partial Credit Union Office and Partial Work From Home

All of the above duties are subject to reasonable accommodation. The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks, duties, and /or responsibilities other than those specifically presented in this description.

Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Location Miramar - Headquarters  
About the Organization Tropical is a not-for-profit, member-owned and member operated financial cooperative, serving South Florida since 1935. We operate a fun, and family-oriented work environment where every employee has the opportunity to learn and grow in their career and move up within the organization. It's an organization that values your contributions and rewards you for your performance. TFCU has proven to be an organization that is dedicated not only to TFCU's success, but the success of its employees and the financial success of our members.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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