Digital Member Service Representative

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Position Summary:

LAFCU's Digital Branch Member Service Representative provides excellent service to Members and Non-Members remotely via the Digital Branch. Provides information and 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 working remotely or at the employee's assigned location.

Essential Functions & Responsibilities:

• 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.
• Opens and offers new membership accounts such as: Checking, Savings, Money Market, Holiday, limited to services available via the Digital Branch.
• Provide internal staff support for escalated member issues related to Online/Mobile Banking services.
• Determine the nature of member concerns, issues, diagnose and recommend solutions or, if necessary generate support tickets with the IT Department or Digital Services team.
• Assists members with checking accounts, statement inquiries, home banking inquiries, and fraudulent inquiries.
• Opens online accounts for prospective members using the Meridian Loans PQ Xpress.
• 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.
• Markets loans and services.
• 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.
• Provides financial counseling with members and recommends debt consolidation, step- loan, and work-out loans when applicable.
• Resolves member concerns regarding discrepancies and delinquent loan accounts.
• 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.
• Provides suggestions for streamlining department and credit union operations.
• 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.

Salary

• 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.