Digital Member Services Officer

About the Role:

The Digital Member Services Officer is the single point of contact for all digital consumer loan, new membership, and deposit account applications, owning each from application through funding.  Provide excellent member service in the digital channels, promoting digital channel adoption. Proactively work with members and prospective members to assess their needs, provide accurate information, and appropriately communicate product and service benefits and features to cross-sell products and accounts. Accurately handle member transactions, review member financial needs, and open appropriate account types quickly, accurately, and efficiently while adhering to the Credit Union's policies, guidelines, and procedures.

Scheduled Weekly Hours:

This is a part time position, scheduled 30-32 hours per week; Monday – Friday.  

What you’ll be doing:

• Serves as Bay Federal digital ambassador for all consumer lending, new membership and deposit accounts applications. Ensures experience and service level goals are met or exceeded. Provides comprehensive applicant support throughout each experience while meeting service level agreements and per our One and Done expectation.
• Leads collaboration with cross-functional teams as needed to ensure exceptional member service throughout each application experience by providing dependable, accurate, efficient, friendly, and reliable service to all stakeholders, anticipating and addressing needs as appropriate.  
• Plays vital role in supporting indirect member experience by handling any questions/comments that come to the credit union including supporting members as they navigate the process with indirect lenders. Lead collaboration with Indirect Lending, dealerships, Mortgage, branches, etc. as needed to support excellent cross-functional member experiences.
• Own interactions (calls, emails, messages, support tickets, etc.) from members and prospective members, the Member Service Center, branches, and back-office departments, meeting service level agreements and per our One and Done expectation.
• Informs leadership promptly of all operations, member service, collaboration, process, digital systems, and product-related concerns and pain points. Continuously make suggestions for improvements and propose solutions and supports solution testing and implementation.
• Promote and sell Credit Union products and services to prospective, new, and existing members including new consumer loan, new membership, and deposit account applications over the phone as needed. Continues support until all services and functions are working properly and as expected.
• Make outbound contacts to members to follow up on in-process loan, new membership, and deposit account applications. Proactively capture identified consumer loan, new membership, and deposit account opportunities to increase our loan and deposit portfolios.
• Perform the necessary procedures to open all types of Credit Union accounts digitally (new memberships, deposit accounts, and consumer loans) and effectively present product features and benefits to members. Update and maintain proper member account information.
• Responsible for processing digital consumer loan, new membership, and deposit account applications, including gathering information and documents needed for decisions. Update and validate the accuracy of all data within the originating and funding systems.
• Prior to funding digital consumer loan, new membership, and deposit account applications, review and clear conditions, red flags, and fraud concerns according to specified guidelines within established service level agreements. File Suspicious Activity Reports as needed per policy.
• Facilitate the execution of digital consumer loan, new membership, and deposit account documents and funding. Collaborate cross-functionally with branches, back-office teams, and dealerships to support document and funding requirements as necessary.
• Explore additional options for applicants, such as but not limited to potential alternatives or paths forward for declined and counteroffer applications, proactive contacts with declined applicants, promoting financial health resources like Greenpath, etc.

You’re Perfect For This Role If You Have:

• Minimum two years’ experience in processing and/or underwriting consumer loans, new membership, and deposit account applications.
• Successful relationship building and sales experience preferred. 
• Strong knowledge of all Federal and State Lending Laws and Regulations relating to consumer lending.
• Ability to thoroughly analyze financial statements, credit bureau reports and other financial data and document findings.

Who We Are:

Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union. This  original vision and investment has grown into the area’s largest locally-owned financial institution, with nearly $1.6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.

As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story. Each year, our employees volunteer their time and donate their money to local non-profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.

From our founding as a teacher’s credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public. This is a small part of our work in creating thriving and vibrant communities!

We look forward to continuing our story, and hope that you will be a part of it!

Perks of Joining Bay Federal Credit Union:

• Rated #1 Credit Union to Work For by CU Journal
• Best Places to Work in the Bay Area (SF Business Times/Silicon Valley Journal)
• 11 Federal Holidays observed as paid days off
• We invest in your professional growth & development by providing access to industry standard webinars, LinkedIn Learning courses, and career tracking. We also partner with Cabrillo College for a 12 week leadership program for up and coming supervisor and manager level employees
• Mac McCormac Employee Scholarship award for $1,500 towards education expenses
• Our hybrid work approach combines the flexibility of remote working with the benefits of bi-annual in-person all staff meetings

Benefits Offered at Bay Federal Credit Union:

• 401k Matching – $1 for $1 company match up to 5% of pay
• Eligibility to participate in annual bonus plan
• Benefits Offered – Medical, Dental, Vision, Life Insurance, and Long Term Disability coverage
• Employee Assistance Program that supports 6 face-to-face sessions per person, per reason, for you and your household
• A wellness program that supports your physical, financial, and emotional health
• Supplemental benefits such as Pet Insurance and Aflac

Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package.  Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $29 - $36 per hour. Salaries are based on the geographic location in which you live if working remotely.

Bay Federal provides health care benefits, life and disability insurance, paid holidays and 401k with a company match to eligible employees; along with employee paid voluntary benefits. Paid time off is accrued per paycheck for eligible employees at a rate based on your tenure. Leaves of absences are available in adherence with state and federal regulations.

Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law. Bay Federal is at at-will employer. 

For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices

Salary : $29 - $36