Digital Member Service Officer

The Digital Member Service Officer provides a full range of products and services to members with an emphasis for acquiring, expanding, and enriching member relationships in a digital environment. They must be able to identify and analyze member needs and desires so that they can adequately recommend products and services that best match member needs as embodied by Westby Co-op Credit Union and in accordance with procedures.
Principal Duties and Responsibilities:
Digital Lending Responsibilities:

- Review and completion of online loan applications.

- Acquire an extensive knowledge of the phone system and office equipment used to facilitate all aspects of the position, including other programs needed to complete task.

- Communicates with members by digital channels throughout the loan decision process to gather background information on applicants by interviewing or through online applications and obtaining credit bureau reports, determines if the member qualifies for a loan or if additional collateral/ co-signors are needed, verify member’s signature on loan documents, and approve or deny loan requests.

- Calculates debt-to-income ratios on loan applicants, estimates monthly obligations, and determines member’s ability to repay debt along with securing collateral, when necessary. Records and verifies all reasons for decision. Explains decision to members and outlines terms, fees, and conditions of the loan.

- Offers ancillary products to members when appropriate, including Debt Protection, GAP Insurance, and Extended Warranty coverage.

- Responsible for following up on delinquent loan accounts, insurance needs and other issues that may arise.

- Follows procedures for loan documentation and maintains orderly files on each account with complete and accurate detailing of all correspondence.

- Keeps abreast of changes in consumer, commercial, business, and agricultural lending trends as they apply.

- May approve or decline a loan application based on lending authority level.

- Other job-related duties as may be necessary to carry out the responsibilities of this portion of the role.
Digital Member Service Responsibilities:

- Properly enter information into the core system and programs used by the Digital Member Service Officer to

- complete transactions, cash advances, request forms, stop payments, statements, corporate checks, member updates, check and card orders and other functions related to this position.

- Educate members on products and services we offer, fees and policies regarding their financial information, and evaluate member needs to promote relevant products and services to members. Educating on how to engage safely in digital channels.

- Provide each member a helpful, respectful, friendly, and professional member service experience. Building strong member relationships.

- Responsible for all aspects of the digital channels of communication, including online banking services and chat product. Providing online resets, unlocks and temporary passwords.

- Assist in resolving complex member issues, complex or problematic member questions, and ensure the highest quality of member service and satisfaction as it pertains to electronic services.

- Respond to member inquiries through email, providing a professional appearance.

- Executes check negotiation procedures to ensure regular, foreign and onus checks are processed for payment.

- Performs inquiries and generates statements for members to assist with financial information questions.

- Complies with Bank Secrecy Act legislation and requirements.

- Always maintains the integrity of our confidentiality policy, including maintaining a neat work area so confidential information is not compromised.

- Demonstrates communication skills within the digital team and other departments, including the mobile branch, to maintain, enhance and meet expectations of our member’s financial needs.

- Maintain an expansive, up-to-date knowledge of digital services, products and services, fees schedule, and regulations to assist members and co-workers accurately and efficiently.

- Assist members with debit card needs including, new cards and replacement cards.

- Assist with opening new accounts for individuals and entities interested in becoming a WCCU member. This includes all business and all personal accounts and adding share accounts to existing accounts.

- Knowledgeable in business services, including but not limited to, business membership & accounts, online

- banking, online bill pay, merchant services, remote deposit capture, ACH origination, and corporate credit cards.

- Provide a resource for information on certificates, IRA, HSA, and Trust accounts,

- Scan account information into computer system.

- Assist with the initial request for member who want to complete a wire transaction.

- Adhere to policies and procedures.

- Alert to possible fraud or scams posing a risk to member’s accounts electronically.

- Completion of required annual education.

- Other job-related duties as may be necessary to carry out the responsibilities of this position of the role.
Work Relationships and Scope: Reports directly to the Digital Branch Manager. Will have regular contact with management, members, and employees of the Member Service Department. Will also work with staff members from various other departments of the credit union.
Performance Dimensions:

- Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.

- Provide outstanding services to co-workers & members.

- Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.

- Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.

- Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.

- Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.

- Enhance job growth through continuing education, as required or necessary.

Requirements
Knowledge, Skills and Abilities Required:
Education/Experience:

- Previous financial experience desired.

- Financial post-secondary education preferred.
Skills and Abilities:

- Excellent communication skills and proven effectiveness when working with members and staff. Also work in a courteous, respectful, and efficient manager.

- Comprehend consequences of various situations and refer them to the appropriate staff for resolution.

- Ability to perform basic mathematical calculations.

- Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.

- Knowledge and ability to apply current financial service industry standards, laws, and regulations.

- Ability to present ideas, report facts and other information clearly and concisely.

- Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).

- Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.
Working Conditions:
Job Conditions/Work Location: The majority of work will be performed in a normal office environment. Hours of work will generally be during regular business hours. There will be some variation in work hours due to special projects, deadlines, education and other concerns. The noise level in the work environment is usually moderate. Will make periodic visits to branch locations.
Physical Requirements: Ability to sit for extended periods of time, regularly access files (some standing, walking, climbing, bending, stooping, lifting and carrying of usually light materials.) Frequent mental and visual concentration required for computer usage.
Equipment Used: Various software programs, telephone, computer, copy machine, calculator, fax machine, and other office equipment.
Hazards: Only those present in a normal office setting; no known hazards. In the course of working with the public, the employee may, on a very limited basis, encounter abusive, aggressive or unpredictable threatening behavior. Must observe safety and security practices at all times.
Acknowledgment: This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by leadership. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.