Digital Accounts Specialist

Join Our Team as a Digital New Accounts Specialist and help members start their journey with CCU!

Are you passionate about helping people, navigating digital tools, and making complex processes feel easier? Join our Digital Platform team as a Digital New Accounts Specialist and help new and existing members open accounts and access the products they need through CCU’s digital channels.

In this role, you will review online deposit account applications, communicate with members, verify documentation, and help ensure each new account is established accurately and efficiently. You will also serve as a knowledgeable resource for colleagues across the credit union while building expertise in digital account-opening systems, identity verification, and fraud-prevention tools.

This is a great opportunity for someone with banking, credit union, branch, or customer service experience who wants to continue helping members in a role that is less focused on sales and hyper-focused on member service.

Process and onboard new account and existing member applications and product requests through all digital channels (e.g., online banking and website applications) and qualify applicants for membership to the credit union.

Follow up with members on pending new accounts to ensure appropriate documentation and verifications are complete; ensure system entry and account setup are accurate.

Validate all new member auto approvals have complete and accurate documentation and follow up with members as necessary to complete. Review the pending queue for manual reviews when needed.

Support new account process and application enhancements including authoring or participating in test cases for new and updated functionality. Maintain department resources to capture activity such as progress of current activities and implementation statuses. Act as a Subject Matter Expert (SME) in collaborating with other technical areas to resolve break/fix issues for new accounts processes.

Educate colleagues across the credit union as well as members on remote channel options and the most efficient way to apply for credit union products.

Respond to inquiries from the contact center, branches, and other internal departments to support member requests for new accounts openings.

Make recommendations for process improvements related to member service delivery, minimizing fraud exposure and other departmental efficiencies.

A high school diploma or equivalent is required.

1+ year of customer service or related experience is required. Previous banking, credit union, financial institution, account-opening, or branch experience is preferred.

Familiarity with financial products, working with confidential member information, fraud-prevention tools, or identity-verification processes is preferred.

Excellent verbal and written communication skills. Bilingual English and Spanish communication skills are highly preferred.

A strong commitment to member service and helping people.

Exceptional attention to detail, particularly when reviewing applications and documentation.

The ability to manage multiple priorities, transition between application reviews and phone calls, and maintain accurate notes.

A calm, professional approach when workloads are high or priorities are shifting.

Adaptability and openness to new processes, systems, and continuous improvement.

Strong computer proficiency.

A collaborative approach and willingness to support teammates during periods of high volume or planned time away.

• Hybrid flexibility: A minimum of 2 days/week onsite at our HQ in Lake Forest; remaining days are work from home creating a nice work-life harmony.
• Meaningful member impact:
  Help people complete the account-opening…