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Digital Member Service Representative

Company: L A Federal Credit Union
Location: Glendale
Posted on: May 24, 2023

Job Description:

Job Summary / Description

LAFCU's Digital Branch Member Service Representative provides excellent service to Members and Non-Members remotely via the Digital Branch. Promotes credit union products and services to build relationships. Processes online membership/loan applications and is responsible for performing operational support for all services available via the Digital channel. This position is a full time position and reports to the Digital Branch Manager. This may be a hybrid remote position, depending on successful completion of the 90-day review and training, as well as meeting job productivity/expectations and IT security requirements.

Essential Functions & Responsibilities:

  • Delivers excellent member service by phone or email to Members and Non-Members alike, with a professional and pleasant attitude at all times.
  • Assists members in all areas relating to their financial needs per their request(s); includes: responding to questions, performing limited transaction requests, resolving complaints, etc. according to policy and procedures.
  • Processes new memberships, additional share accounts, savings services, online consumer loan requests and general online consumer loan funding's as requested by Members and Non-Members.
  • Provide internal staff support for escalated member issues related to Online/Mobile Banking services.
  • Assists members with checking accounts, statement inquiries, home banking inquiries, and fraudulent inquiries.
  • Provides consultative services to Members and Non-Members regarding credit union products and services by assessing their needs, addressing their concerns and gaining agreement.
  • Process member's requests for new loans, refinancing, advances on existing lines of credit, marketing loans and services, making loan recommendations, providing financial counseling, assisting with credit monitoring/scoring programs.
  • Refers loans that are outside one's authority to approve or recommend for denial to a loan underwriter, as appropriate, with a recommendation. Recommend a counter offer to all qualified members.
  • Funds and/or close loans from the Consumer Loan Department or any other branch along with proper loan instructions and documentation, this may include utilizing DocuSign to assist member with signing loan documents timely.
  • Encourages and makes recommendations to members to apply for applicable loan products such as real estate, equity loans, HELOCs, auto pre-approvals, overdraft/signature loans.
  • Offers credit insurance products, mechanical breakdown, GAP insurance, and the services of the auto buying service to all eligible members utilizing internet access.
  • Informs members of current promotions.
  • Ensures members receive current dividend rates. Requires knowledge of dividend calculations, dividend forfeitures, and minimum balance requirements.
  • Ensures minimum loan exceptions on a monthly basis and audit current closed consumer loans prior to forwarding for imaging.
  • Provides financial counseling with members and recommend debt consolidation, step- loan, and work-out loans when applicable.
  • Resolves member concerns regarding discrepancies and delinquent loan accounts.
  • Exercises strong oral and written communication skills to explain Credit Union policies and to resolve basic member concerns in a professional and personable manner.
  • Utilizes working knowledge of credit union savings and checking products and related services. Also utilizes basic knowledge of membership criteria, online banking and other digital services provided by the credit union. Knowledge and skills required including required systems, policies, procedures, etc. Provides support by cross-training/sharing their knowledge with others as requested.
  • Completes documentation for transaction(s) on accounts according to credit union procedures.
  • Performs various file maintenance, within authorization limits, including processing requests for a change of address, check orders, and ordering debit cards, etc. Includes setup of Touch Tel-24 and Online Banking, reporting lost/stolen identification, debit card and Visa credit cards.
  • Performs research on accounts, identifies and corrects Member account issues; within authorization/permission level accordingly.
  • Performs other requested tasks and miscellaneous functions/duties as assigned by Leads and/or Department Management.
    Qualifications & Opportunities
    • High School diploma or equivalent is required.
    • 2 years' experience in banking operations.
    • One-year new accounts and one year loan interviewing, processing and funding experience in a financial institution preferred.
    • Strong technical abilities related to online products and services.
    • Knowledge of Episys (Symitar) and MeridianLink.
    • The ability to communicate effectively, both verbally and in writing. Ability to learn and navigate new software applications.
    • The desire for helping members online through a wide variety of communication channels.
    • To work collaboratively with other people and departments and to place priority on teamwork and communication to maintain high levels of member service and productivity.
      • The minimum and maximum base salary range for this position is $23.91 to $34.95 in California.
      • The target starting base hourly rate is between $23.91 to $29.43.
      • This compensation and benefits information is based on Los Angeles Federal Credit Union's good faith estimate as of the date of publication and may be modified in the future.
      • The starting base salary within the range will depend on a variety of factors that may include relevant prior experience and/or education, or skills and expertise.
        LAFCU is an Equal Opportunity Employer. We are committed to building an inclusive and diverse workforce.

Keywords: L A Federal Credit Union, Glendale , Digital Member Service Representative, Accounting, Auditing , Glendale, Arizona

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