Virtual Solutions Specialist

HAPO Community Credit Union is an organization that believes in providing service that focuses on our members and giving back to the communities in which we do business - "Community" is our middle name. Our Standard of Service is to Defy Expectations. We promote individuality and encourage our employees to Defy Expectations®: To treat every situation as a unique opportunity to be in the moment and go beyond what is expected. We value every member and appreciate the opportunity to serve you.

Come defy expectations with our On-Site Virtual Solutions Team!

HAPO Health Benefits

• No cost premium health insurance for all employees, including medical, dental and vision
• Accidental death and dismemberment insurance
• Long term and Short term disability

HAPO Professional Benefits

• Competitive pay
• Pension Plan
• 401K program with match
• Flexible spending account (medical and dependent care)
• 0% interest on select personal loans

HAPO Personal Benefits

• Employee Assistance Program (EAP)
• Paid time off
• 12 paid holidays per year
• Paid Birthday day off
• HAPO Anniversary day off
• Volunteer Opportunities (Both Paid and Volunteer)
• Employee Milestone Anniversary Bonus
• Tuition Assistance Program

HAPO is now accepting applications for an on-site Virtual Solutions Specialist in Kennewick, WA. We are seeking an individual who is ambitious, self-motivated and who strives to represent HAPO’s core commitment “Be in the Moment” and deliver service that will “Defy Expectations” with our members, community as well as the team they are a part of. The Virtual Solutions Specialist provides consistent, high-quality member service through approved virtual channels, including video, phone, chat, web applications, digital communication tools, and outbound contact methods. This role resolves routine and moderately complex member needs; supports account openings, modifications, and digital banking services; and assists with consumer loan applications, documentation, follow-up, and virtual closing activities. Through consultative conversations and proactive outreach, the Virtual Solutions Specialist identifies member needs, provides product education, and supports digital adoption, member growth, retention, and relationship expansion. This position maintains accurate documentation, follows policy, privacy, security, and recordkeeping expectations, and escalates complex matters through appropriate channels.

Essential Job Functions include but are not limited to:

• Provide prompt, professional, and accurate member support through approved virtual channels, including video, phone, chat, web applications, and digital communication tools.

• Resolve routine and moderately complex member needs, including account questions, digital banking support, service requests, research items, and follow-up commitments while maintaining ownership through resolution.

• Support virtual account services, including account opening, account modifications, sub-share opening, rate quoting, documentation, and other transactions within assigned authority.

• Assist members with online banking, electronic services, digital tools, and troubleshooting to improve ease of service, adoption, and member confidence.

• Back up assigned Contact Center queues as needed to support service levels, member demand, and business continuity.

• Conduct proactive outreach and participate in member engagement initiatives that support retention, product education, digital adoption, service recovery, satisfaction, and relationship expansion.

• Identify member needs through consultative conversations and recommend appropriate products, services, channels, education, or resources aligned with member goals.

• Support consumer loan application intake, follow-up, documentation coordination, virtual closing activities, disbursement support, and pipeline communication within established procedures and authority.

• Explain consumer loan products, rates, basic requirements, timelines, and next steps accurately, escalating complex lending matters through appropriate channels.

• Complete account, loan, member contact, engagement, referral, and follow-up documentation accurately in approved systems and in accordance with policy, privacy, security, and recordkeeping expectations.

Education/Experience Requirements:

• High School Diploma or General Education Development (GED) certificate required.

• Experience in member service, customer service, financial services, contact center, lending support, retail banking, virtual service, or a related service environment required or equivalent combination of education, training, and experience.

Physical Demands:

• Ability to operate standard office equipment and work in a professional office

• Extended periods of sitting, standing, computer use, headset use, verbal communication, and visual review of systems, reports, or digital workflows may be required.

Location: On-Site Kennewick (WA)

Schedule: Must be able to work 35-40 hours a week between the hours of 9:00am – 6:00pm M-F with Rotating Saturdays required.

Hourly Pay Range (DOE): $ 26.50 - $39.75
This is an hourly position with the potential to earn incentive
*Typically, Selected candidates are hired between the minimum and midpoint range, based on applicable experience and qualifications.

HAPO is an equal opportunity employer that values employees and supports an organizational culture of diversity, respect and personal and professional growth.

*Please note that only candidates selected to move forward in the interview process will be contacted. Thank you for your understanding.