DIGITAL MEMBER SERVICES REPRESENTATIVE

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work on a weekly basis. To be eligible for the program, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work. The employee's request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

Position Summary:

The Digital Member Services Representative is responsible for placing outbound calls to new members who have established an account online and current members assigned to the Digital Branch for campaign cross-sell calls. The incumbent is readily equipped to explain the features and benefits of all loan and deposit products and all digital services. Presents information and answer questions of employees, members, and potential members. The Digital Member Services Representative is always expected to achieve production expectations while acting in the best interest of members and the credit union.

Primary Responsibilities and Duties:

1. While using a friendly and professional tone, place outbound calls to onboard new digital members who established an account online. Welcoming them to Launch, ensuring all new account information is correct, all documentation is accounted for, digital services discussed, and additional deposit and loan products are offered.
2. While using a friendly and professional tone, place outbound calls to current members assigned to the Digital Branch who have either applied for a loan online, received a prequalified offer letter, are listed on outbound calling reports, or were referred a loan by a Digital Services team member.
3. Reviews online applications in pending review status to collect additional documentation when needed, consults with Digital Services Manager or BSA/Fraud department for fraud review applications and decisioning the application to be approved or denied.
4. Creates an open line of communication with members, and potential members promoting credit union products to deepen the membership. Understands and communicates the benefits and features of all credit union loan and deposit products and all digital services.
5. Determines referral opportunities using credit reports, member information and internal credit union reports and approved pending applications. Analyzes/research information to determine potential needs and prepares for member interactions.
6. Collaborates with the Digital Services Manager and the VP, Digital Services to uncover additional methods for generating new member growth or cross-selling opportunities to deepen new and current relationships.
7. Proposes enhancements to process and/or procedures to improve efficiency and/or the quality of results.
8. Demonstrates an ability to meet and exceed established department production, service, and quality goals.
9. Follows all credit union policies and procedures and provides cross-sell recommendations solely based on the best interest of the member.
10. Ensure loan applications are completed accurately prior to submitting them to Underwriting. Follows up accordingly with members on the status of their loan applications.

Other Responsibilities and Duties:

1. Develops, maintains, and demonstrates a working knowledge of credit union loan standards, policies procedures, and applicable state and federal government rules. Adheres to policies that govern the position.
2. Responds to both internal and external e-mails/phone calls/texts in a timely manner.
3. Follows all Launch Credit Union policies and procedures.
4. Completes assigned compliance training in a timely manner. Attend meeting and training sessions as required.
5. Performs other duties as assigned.

Education, Experience, and Skills Required:

1. Minimum of three years of similar or related experience.
2. A high school education or GED.
3. Ability to obtain an NMLS (Nationwide Mortgage Licensing System & Registry) license.
4. Displays courtesy, tact, and diplomacy are during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. Strong written, verbal, and interpersonal skills.
5. Actively listens to and responds to members and coworkers while having a courteous and helpful attitude.
6. Astute at recognizing and clearly defining problems. Considers full range of options and promptly acts to implement the best possible solutions. Proactively foresees obstacles and works with management to ensure smooth operations. Takes initiative in offering suggestions.
7. Detail oriented, organized, accurate, able to work under pressure, ability to adapt to change, and problem-solving skills. Must be analytical, demonstrate good judgment, decision-making, and time management skills.
8. Must be knowledgeable of credit union products, services, policies, and procedures, including the various types of loan products and electronic services. Understands the documentation that is required for each loan and how to read a credit report. Ability and willingness to refer credit union products and services.
9. Excellent working knowledge of the credit union's policies and procedures.
10. Proficient with the use of computers. Ability to use a calculator and initiative to learn new technology and tasks.
11. Ability to learn and comply with Truth in Savings Act, Patriot Act, Reg. CC, BSA, OFAC, FACT Act, Reg. B and Reg. Z.

Launch Credit Union is an Equal Opportunity Employer, including protected veterans and individuals with disabilities.