Digital Member Solutions Representative

Title:

Digital Member Solutions Representative Salary Range - $24 - $25.50 an hour

Summary:

The Digital Member Solutions Representative delivers exceptional service to members through Eagle Community Credit Union’s digital channels—including secure video, phone, chat, and email. This role supports members with new memberships, loan applications, digital banking assistance, and transactions, while consistently demonstrating Eagle’s ICARE values:
Integrity, Collaboration, Accountability, Respect, and Excellence.

• Provide friendly, accurate, and efficient service through secure video and digital channels, upholding the ICARE values in every interaction.
• Open new memberships, checking/savings accounts, and certificates in compliance with policy and regulatory standards, demonstrating Integrity and Accountability.
• Verify identity, validate transactions, and ensure all documentation is accurate and complete, following all applicable laws and regulations.
• Assist members with account maintenance, balance inquiries, transfers, and digital banking support, treating every member with Respect.
• Demonstrate professionalism, empathy, and confidentiality in all interactions.

• Interview members to determine credit needs and assist with loan applications for products such as personal, auto, credit card, or share-secured loans.
• Accurately input loan data, gather required documentation, and ensure applications meet underwriting standards, reflecting Excellence and Accountability.
• Communicate loan status updates to members and coordinate with the centralized lending team for review.
• Follow established procedures for funding, loan disclosures, signatures, and regulatory compliance.
• Engage members to uncover financial needs and recommend products that best fit their goals, acting with Integrity and Respect.
• Promote and offer ECCU’s full range of products, including loans, credit cards, and digital services.
• Meet or exceed individual service, referral, and quality goals, contributing to credit union growth and profitability.

• Complete transactions, forms, and reports with precision and consistency, upholding Accountability and Excellence.
• Adhere to Credit Union policies, security standards, and regulatory requirements.
• Protect member data and ensure all actions align with compliance standards.

• Investigate and resolve member concerns quickly and effectively, demonstrating Integrity and Respect.
• Exercises sound judgment to determine appropriate solutions or escalation.
• Takes ownership of each member interaction through to resolution.
• Participate in team meetings, training, and digital service initiatives, fostering Collaboration and a growth mindset.
• Share knowledge with peers to improve overall team performance.
• Adapt to evolving systems, technologies, and member needs.

• High school diploma or equivalent required.
• One to two years of experience in financial services, contact center, or digital member support preferred.
• Demonstrated success in service delivery, problem-solving, system navigation, and member satisfaction.
• Minimum 1 to 2 years of financial institution experience as a loan processor or similar position.
• Prior experience with a financial institution and/or indirect lending operations is desirable.
• Experience with automated loan systems preferred.

• Bilingual (English/Spanish) preferred but not required.

• Basic math skills for calculating transactions, loan payments, and account reconciliations.

• Proficient in Microsoft Office (Word, Excel, Outlook).
• Comfortable working in multi-system environments (CRM, core processing, digital banking platforms).
• Experience with Symitar, Genesys Cloud, and Eltropy preferred but not required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions, in accordance with the Americans with Disabilities Act (ADA) and California’s Fair Employment and Housing Act (FEHA).
• Primarily indoor office environment…