Digital Account Opening Representative

Navigant Credit Union•Lincoln, RI

6h•Onsite

About The Position

Under general supervision, but following established policies and procedures, performs a broad range of member service/teller activities. Delivers exceptional customer service, aligned with the Credit Union's core values and mission statement. Serves as an advocate for members and is an integral contributor to the credit union's member experience. Meets all established sales and service goals. Responsible for assisting members in opening new deposit accounts and lending products via the phone. In addition, responsible for the onboarding and fulfillment of new and existing member deposit account applications submitted through our online account opening solution. Reviews all submitted applications (Pending/Approved) and completes all necessary steps as outlined in policy and procedure for the fulfillment of digital eBranch accounts, including but not limited to, validating IDV/OFAC/ChexSystems parameters, proper CIP requirement management, issuing plastic cards and assisting with digital banking enrollment. Cross-sells Credit Union products and services. Responds to questions and/or provides information upon request from members (internal and external). Assists members and potential members in understanding and utilizing Credit Union products and service. Serves as the primary resource for telephone account opening process for deposit accounts and lending, supporting both contact center referrals and Online Account Opening. Opens Online Accounts and ensures all documentation is accurately prepared and in compliance with laws, regulations and internal policies and procedures. Acts as an account manager for the contact center deposit account pipeline assisting to make referrals, deepen the relationship, and improve the member experience. Conducts proactive telephone outreach to members to ensure their satisfaction with their membership and notify them of potential products and services that can improve their financial well-being. Conducts outbound call and email follow-up to assist members who have started an application for a deposit account, however, have not submitted it for consideration. Achieves sales and production goals through a combination of deposit and loan account origination fulfillment, product and service cross sales to members opening accounts through the digital channel, and proactive telephone outreach to members leading to increased product/service adoption. Analyzes member relationship to optimize existing products and services and deepen relationships by cross selling of relevant products and services. Provides back up support via the telephone channel including monetary transactions such as fund transfers, credit card and loan payments, balance inquiries, loan inquiries, stop payments, online banking and ATM/debit card troubleshooting. Utilizes tact and experienced based knowledge to research and resolve member inquiries while explaining specific policies and procedures. Routes calls to the proper department only after exhausting all efforts to assist the member. Performs other member services and administrative duties as assigned by the Contact Center Management.

Requirements

High school diploma or equivalent (GED) education required.
Minimum two (2) years' experience in member service, operations and/or lending.
Demonstrated knowledge of Credit Union products, services, policies and procedures and ability to sell them.
Excellent verbal, written, telephone and interpersonal communication skills.
Excellent organizational, analytical, and problem-solving skills.
PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet.
Strong service orientation in alignment with the Credit Union's mission and core values.
Ability to handle multiple projects/priorities simultaneously with an effective outcome.
Ability to deal with highly confidential information.
Ability to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc.
Ability to lift a minimum of 25 lbs. (e.g., file boxes)

Nice To Haves

Previous customer service experience preferred.
Previous telephone sales experience preferred.
Bilingual skills a plus.

Responsibilities

Assisting members in opening new deposit accounts and lending products via the phone.
Onboarding and fulfillment of new and existing member deposit account applications submitted through our online account opening solution.
Validating IDV/OFAC/ChexSystems parameters, proper CIP requirement management, issuing plastic cards and assisting with digital banking enrollment.
Cross-selling Credit Union products and services.
Responding to questions and/or providing information upon request from members (internal and external).
Assisting members and potential members in understanding and utilizing Credit Union products and service.
Serving as the primary resource for telephone account opening process for deposit accounts and lending, supporting both contact center referrals and Online Account Opening.
Opening Online Accounts and ensuring all documentation is accurately prepared and in compliance with laws, regulations and internal policies and procedures.
Acting as an account manager for the contact center deposit account pipeline assisting to make referrals, deepen the relationship, and improve the member experience.
Conducting proactive telephone outreach to members to ensure their satisfaction with their membership and notify them of potential products and services that can improve their financial well-being.
Conducting outbound call and email follow-up to assist members who have started an application for a deposit account, however, have not submitted it for consideration.
Achieving sales and production goals through a combination of deposit and loan account origination fulfillment, product and service cross sales to members opening accounts through the digital channel, and proactive telephone outreach to members leading to increased product/service adoption.
Analyzing member relationship to optimize existing products and services and deepen relationships by cross selling of relevant products and services.
Providing back up support via the telephone channel including monetary transactions such as fund transfers, credit card and loan payments, balance inquiries, loan inquiries, stop payments, online banking and ATM/debit card troubleshooting.
Utilizing tact and experienced based knowledge to research and resolve member inquiries while explaining specific policies and procedures.
Routing calls to the proper department only after exhausting all efforts to assist the member.
Performing other member services and administrative duties as assigned by the Contact Center Management.