Digital Onboarding Specialist - Rochester, NH

Service Credit Union•Rochester, MN

1d•Onsite

About The Position

Service Credit Union is seeking a Digital Onboarding Specialist who will be responsible for guiding new members through the digital account opening and onboarding experience from application through activation. This role ensures a seamless, accurate, and supportive onboarding journey that builds confidence in Service Credit Union’s digital banking services. The Specialist reviews and processes digital account applications, assists members with identity verification and funding steps, and provides proactive support to ensure members successfully activate and use their digital banking tools. The Digital Onboarding Specialist plays a critical role in delivering a positive first impression and establishing long-term member relationships. Will recognize superior member service and the protection of the credit union’s assets as the primary responsibilities. “Members are the priority at Service Credit Union, and every role at the credit union is responsible for supporting member solutions and contributing positively to the member experience.”

Requirements

High school diploma or equivalent required.
Experience in financial services, digital banking, or account opening operations preferred
Superior member service skills and professionalism
Strong understanding of digital account opening processes.
Ability to review and analyze government-issued identification and verification documentation.
Strong problem-solving and analytical skills.
Excellent written and verbal communication skills.
Strong attention to detail and accuracy.
Ability to manage multiple applications and priorities simultaneously.
Proficiency with digital banking platforms and web-based systems.
Ability to work independently and collaboratively in a team environment.

Responsibilities

Review and process digital membership and account applications submitted through online channels.
Verify member identity and supporting documentation in accordance with regulatory and credit union guidelines.
Review and interpret fraud and decisioning results within the Effectiv platform to support accurate application decisioning, identify potential fraud indicators, and ensure compliance with identity verification and risk management procedures.
Communicate clearly with applicants regarding application status, required documentation, and next steps.
Guide new members through funding and account activation processes.
Assist members with digital banking setup, including online banking registration and mobile banking activation.
Identify and resolve onboarding issues that may delay account opening or member access.
Perform proactive follow-up with applicants to ensure completion of the onboarding process.
Maintain high accuracy standards when reviewing applications, documentation, and member data.
Ensure compliance with all regulatory requirements, including identity verification and anti-money laundering policies.
Identify opportunities to educate members on available products and digital banking features that improve their experience.
Collaborate with internal teams including branches, fraud, lending, and digital experience teams to resolve onboarding issues.
Provide recommendations to management regarding process improvements, workflow enhancements, and member experience opportunities.
Maintain confidentiality regarding member information and credit union operations.
Support departmental initiatives focused on improving digital onboarding efficiency and member satisfaction.
Regular and reliable attendance is an essential function of this position.
Perform other duties as assigned.