Digital Services Personal Banker

Digital Services Personal Banker

The Digital Services Personal Banker provides a proactive, consultative approach to online banking that builds member relationships based on trust and the ability to identify financial needs and recommend solutions. This role is responsible for assisting with operations, delivering unique and memorable member experiences, achieving sales goals, and handling service requests. Additional duties required in this role are the ability to work in a team environment, ability to multi-task, attention to detail, and a passion for enhancing our member's banking experience.

Responsibilities

• Proactively engage with members through inbound and outbound calls, warmly greeting them, assessing their needs, and fostering positive conversations to understand and address their financial goals effectively.
• Provide excellent member service by handling transactions accurately and efficiently.
• Address member inquiries, resolve issues, and help members understand the different ways they can bank with us and the range of products and services we can offer.
• Assist members with account openings, loan applications, and other financial transactions.
• Educate members on financial literacy topics, including budgeting, savings and managing credit.
• Maintain a detailed knowledge of the financial services and products to provide tailored advice and insight to members.
• Have a responsibility to continually challenge and identify ways to improve the member experience, using your initiative to suggest effective solutions.
• Develop and maintain relationships through differentiated customer experiences to retain and grow the member base.
• Educate members on options for managing financial transactions by leveraging technology, tools and resources.
• Communicate clearly and accurately to members of financial products/services including benefits, requirements and any associated fees or costs associated with product/service.
• Open and manage various types of accounts including: savings, checking, certificates of deposit, IRAs, etc.
• Assist with loan applications, serving as Loan Interviewer and process loan documentation, and follow up on loan statuses serving as Loan Processor.
• Monitor and manage account activity to ensure compliance with all Credit Union security procedures, Internal Control policies and regulatory requirements.
• Work closely with other team members to achieve branch and organizational goals.
• Participate in team meetings, training sessions, and professional development opportunities.
• Support branch initiatives and contribute to a positive work environment.

Qualifications

• High school diploma or equivalent required, Bachelor's degree a plus.
• Prior experience in a contact center banking environment preferred.
• Previous experience in a sales support or administrative role is beneficial.
• Demonstrated professionalism is required.
• Demonstrates the ability to interact confidently with members is essential.
• Ability to be initiative in self-directed learning of Credit Unions products/services in order to expand and become well versed with the products/services offered.
• Ability to perform basic math calculations is required.
• Ability to professionally demonstrate a sales-focused approach and proficiency to build strong member relationships.
• Ability to successfully complete the Credit Union's in-house Training Program within a reasonable timeframe required.
• Proficiency in MS Office (Word, Excel, Outlook) preferred.
• Excellent written and verbal communication skills.
• Understanding and working knowledge of appropriate core banking system is beneficial.
• Being detail oriented, ability to multi-task and work independently and in a team environment is essential.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.