DIGITAL EXPERIENCE OFFICER

Description

General Summary

The primary function of this position is to provide a state-of-the-art digital experience for members looking for lending through our digital channels, while also helping with other member experience transactions. This position must have an extensive knowledge of credit union products and services with a strong focus on lending products. The ability to communicate effectively and the ability to work in a fast-paced environment is essential. 

Essential Functions

• Ensure team delivers service, to both internal and external members, in alignment with the credit union’s purpose statement: We’ll Help You Get There, Wherever That May Be. 
• Handle a high volume of loan applications from our digital channels and inbound phone lines.
• Remain current on credit union product knowledge and use that knowledge to meet members’ needs.
• Cross-sell other credit union products and services.
• Meet all established sales and service goals.
• Assist members with the loan application process, prepare loan documentation, book, and disburse loans utilizing appropriate systems.
• Interview loan applicants, obtain and review credit reports for all potential borrowers, and process loan applications.
• Provide prompt, efficient, professional, courteous member experience.
• Adhere closely to member confidentiality and authentication procedures.
• Direct member concerns in a timely manner to the appropriate team members. 
• Communicate member experience concerns to management.
• Research and resolve members’ problems related to their accounts. 
• Effectively cross-sell products such as life and disability, guaranteed asset protection, and unemployment protection products.
• Engage with members on all digital channels such as phones, video, and chat. 
• Process membership applications, establish new accounts for eligible members and sell the financial services that best meet the needs of the member.
• Ensures the timeliness and accuracy of all loan applications and loan documents. 
• Maintains a knowledge of lending regulations and lending guidelines. 
• Effectively manage and update leads in lead management system. 
• Evaluate and perform overrides for branch staff, as needed. 
• Assist Digital Experience Representatives with inbound call, chat, video requests when needed. 
• Handle Online Banking related requests, password resets, and Bill Pay questions when needed. 
• Prepare credit union transfers and other wires for members as requested.
• Process IRA deposits, rollovers, transfers, withdrawals, and closures.
• Open accounts through online applications as needed. 
• Promptly scan and upload all member related documentation upon initiation.
• Cross-train to become proficient and knowledgeable in the sales and operations of the credit union. 
• Attend staff meetings and training sessions.
• Learn and maintain a common knowledge of all policies and procedures. 
• Interact and communicate with all team members both in and outside of the department. 
• Pro-actively reach out to members for cross-selling opportunities and member retention.

Requirements

• Requires education equivalent to a four-year high school diploma
• At least 2 to 3 years of customer service experience required.
• At least 3 years of experience in a financial institution required with a focus in loan origination.
• Professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the credit union.
• Requires a strong knowledge of consumer loan policy, credit-granting criteria, and interest rates. Knowledge of loan interviewing skills and techniques also required.
• Requires a working knowledge of PCs in a Windows environment, multi-line telephony systems. 
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.