Lead Online Member Representative

TRUSTONE FINANCIAL CREDIT UNION•Burnsville, MN

23h•$27 - $33•Onsite

About The Position

The Lead Online Member Representative drives performance, consistency, and continuous improvement across TruStone’s digital membership onboarding experience. This role is responsible for opening and managing online membership applications, while serving as a subject matter expert, coach, and workflow leader to ensure strong conversion rates, high service quality, and rigorous fraud prevention and compliance standards. In addition to managing complex applications and member interactions, the Lead plays a key role in identifying, mitigating, and preventing online fraud, safeguarding the credit union while balancing a seamless member experience. This includes proactively reviewing applications, recognizing risk indicators, and ensuring adherence to established policies and controls. The Lead provides guidance to team members, supports process optimization, and identifies opportunities to improve the digital onboarding journey. This role exercises independent judgment to match members with the products and services that best support their financial success, while maintaining a strong working knowledge of all credit union offerings. This role is critical to optimizing digital account opening, improving member experience, increasing product penetration, and protecting the organization from fraud risk.

Requirements

Availability to work 40 hours per week Monday through Friday between the hours of 8:30am – 5:00pm at the Burnsville Administrative Office location; non-exempt.
High school diploma or equivalent.
3+ years of financial services experience or equivalent experience in roles requiring strong customer service, attention to detail, and problem-solving skills.
Financial or lending experience required.
Proven leadership abilities.
Experience working in an Agile environment, with an understanding of sprint cycles, backlog management, and continuous improvement practices.
Experience using Jira (or similar tools) to track work, document issues, and support prioritization of enhancements and defect resolution.
Demonstrated ability to coach, mentor, and influence others, supporting team performance and consistency.
Strong understanding of digital banking, online account opening, and member onboarding processes.
Excellent attention to detail and organizational skills.
Ability to work effectively in a fast-paced environment while managing multiple priorities.
Strong verbal and written communication skills, with the ability to guide both members and team members.
Proven ability to deliver exceptional member service and handle complex or escalated situations.
Proficiency in Microsoft Office products.
Strong analytical, problem-solving, and decision-making skills.
Ability to work both independently and collaboratively, demonstrating initiative and leadership.
Demonstrates professionalism and composure while working under pressure.
Strong understanding of fraud prevention practices and risk awareness within digital account opening.
Ability to pass all pre-employment drug test and various background checks.
Responsible for regular and reliable attendance at the workplace.

Nice To Haves

College coursework preferred (business, finance, or related field strongly encouraged).
Working knowledge of CDs, IRAs, and Trusts preferred.
Experience with Episys and digital onboarding platforms preferred.

Responsibilities

Opening and managing online membership applications.
Serving as a subject matter expert, coach, and workflow leader for the digital membership onboarding experience.
Ensuring strong conversion rates, high service quality, and rigorous fraud prevention and compliance standards.
Managing complex applications and member interactions.
Identifying, mitigating, and preventing online fraud.
Proactively reviewing applications, recognizing risk indicators, and ensuring adherence to established policies and controls.
Providing guidance to team members.
Supporting process optimization and identifying opportunities to improve the digital onboarding journey.
Exercising independent judgment to match members with appropriate products and services.
Maintaining a strong working knowledge of all credit union offerings.
Optimizing digital account opening.
Improving member experience.
Increasing product penetration.
Protecting the organization from fraud risk.
Coaching, mentoring, and influencing others to support team performance and consistency.
Overseeing quality and accuracy of work across the team.
Handling complex or escalated situations.
Maintaining strict confidentiality and safeguarding sensitive member information.
Working both independently and collaboratively, demonstrating initiative and leadership.
Maintaining awareness of enterprise compliance requirements, including Bank Secrecy Act (BSA/AML) obligations, and following internal policies and escalation protocols.

Benefits

Competitive pay and incentive programs for all positions.
Health insurance with the ability to choose which plan option is best for you – a Traditional Health Plan or Health Savings Plan.
Affordable dental and vision insurance coverage.
22 days of paid time off annually for full-time employees with an equivalent accrual for part-time employees.
10+ paid holidays each year.
Up to 16 hours of paid time annually to volunteer for organizations you are passionate about.
401(k) with 50% employer match on the first 6% you contribute.
Additional 3% safe harbor employer contribution after one year of service (immediately 100% vested).
Eligibility for profit sharing opportunities in the form of a contribution to your 401(k) account.
Employer-paid Short Term and Long Term Disability benefits.
Employer-provided life insurance up to 2.5x your base salary with the option to purchase additional coverage for yourself, spouse and eligible dependents.
Reimbursement for higher education expenses of up to $5,250 per calendar year (including tuition, books and activity fees).
Career development opportunities – including our STEP job shadow program, TruStone Academy certification courses, Mentorship Program and more.
Special employee discounts when you join TruStone Financial as a credit union member.
Employee activities, events, discounts, and many other great benefits and perks!