Digital Member Service Representative

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Glendale-Corporate Offices, Glendale, CA, US

2 days ago Requisition

Salary Range: $26.51 To $29.57 Hourly

Position Summary:

The Digital Branch Member Service Representative (MSR) I provides high-quality, first-contact service to Members and Non-Members through the Credit Union’s Digital Branch. This role delivers financial services and consultative support through phone, email, and secure digital channels while promoting Credit Union products,processing memberships and loans, and supporting Online and Mobile Banking services. The Digital Branch MSR I is responsible for resolving routine to complex member inquiries, originating and funding consumer loans within authority, providing financial counseling, and ensuring compliance with Credit Union policies,procedures, and regulatory standards.

This role supports operational excellence and member satisfaction across all services available through the Digital Branch. This may be a hybrid remote position depending on department needs, successful skills training, as well as meeting job productivity/expectations and IT security requirements.

Essential Functions & Responsibilities:

30% Delivers professional, accurate, and timely service to Members and Non Members through all Digital Branch service channels, including inbound and outbound phone calls, email, Lumin secure messaging, Engageware, web chat, Eltropy SMS text messaging, and physical mail. This function requires independent judgment, discretion, and professionalism while operating in a fast paced, high volume service environment. Determine the nature and priority of member concerns and independently resolve routine to complex service, account, and loan inquiries in compliance with Credit Union policies, procedures, and regulatory standards.

Perform limited transactions, research issues, and address complaints with a focus on first contact resolution whenever possible. Support members and non members across a broad range of personal financial needs, including account usage, digital access, and loan related inquiries, while clearly explaining Credit Union policies, products, and requirements. Utilize strong oral and written communication skills to convey complex or sensitive information in a professional, personable, and member focused manner.

Maintain expert working knowledge of membership eligibility, consumer lending criteria, mobile and online banking platforms, and all Digital Branch systems and applications. Manage continuous high volumes of interactions while meeting service level expectations, quality standards, and productivity benchmarks.

• 30% Independently process a high volume of new memberships received through online channels and indirect lending, additional share accounts, and savings services while ensuring full compliance with identity verification, member due diligence, internal controls, and fraud prevention requirements. Open and offer digital membership accounts including Checking, Savings, Money Market, and Holiday accounts within Digital Branch capabilities. Review and process online account applications through Meridian Link, exercising judgment to ensure accurate documentation, system integrity, and appropriate account structure and service selection.
  
  Perform authorized account maintenance functions, including opening checking accounts using Chex Systems, Socure, and DocV; processing fee reversals; releasing funds; ordering checks; and maintaining account records. Troubleshoot automated banking services, including Mobile and Online Banking registration, password resets, and lockouts. Identify, research, and resolve account discrepancies and potential fraud issues, escalating identity theft or suspicious activity to management as required.
  
  Complete all documentation accurately and timely in accordance with Credit Union procedures while managing sustained transaction volumes.
• 20% Process a high volume of online and phone based consumer loan requests, including unsecured and secured…