Digital Experience Representative

POSITION SUMMARY:

The primary purpose of this position is to provide excellent member service to current and potential members who choose to bank digitally with the Credit Union. The Digital Experience Representative will report directly to the Digital Assistant Branch Manager and will be responsible for researching, maintaining, administering, and supporting the Credit Union's current and potential members for all electronic products and services offered within our digital platform. The position works with multiple departments, management, and vendor representatives to proactively and sustainably support our digital channels. This position will focus on processing online account and lending applications, cultivating meaningful member relationships, promoting digital solutions, and delivering exceptional member experiences while consistently exceeding sales, service, and operational performance goals.

ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES:

• Support digital channels including, but not limited to, online account applications, online lending applications, email communications, electronic document delivery, digital servicing requests, and member onboarding activities to ensure timely, accurate, and effective member service.
• Serve as a primary point of contact for members utilizing digital banking channels, providing consultative support and delivering exceptional member experiences across all interactions.
• Review, process, and decision applications and requests within established authority limits while ensuring compliance with Credit Union policies, procedures, and regulatory requirements.
• Develop and strengthen member relationships by identifying needs, educating members on available products and services, and recommending solutions that support their financial goals.
• Follow applicable security, member identification, compliance, and fraud prevention policies, procedures, and practices to protect Credit Union and member assets.
• Identify opportunities to improve processes, member experiences, and operational efficiencies and communicate recommendations to leadership.

QUALIFICATIONS AND REQUIREMENTS:

Required Education: A high school diploma or equivalent.

Required Experience: 1-3 years in financial services, member service, consumer lending, loan processing, account opening, digital banking support, contact center operations, or a related environment.

Preferred Experience: Reviewing, processing, and supporting loan and account applications while ensuring compliance with applicable policies and procedures.

Required Knowledge: Demonstrated knowledge of consumer lending products, online account opening, loan application processing, digital banking services, and member service best practices.

Skills and Abilities:

• Ability to adhere to BayPort Credit Union’s Core Values:  Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
• Strong customer service skills to include telephone and e-mail/internet skills, strong data entry skills, ability to operate a PC including Microsoft Word and Excel, and attentive to detail.
• Proficient typing, problem solving, and organizational skills and possess the ability to multi-task.

This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.