Digital Financial Solutions Specialist

GENERAL PURPOSE

The Digital Branch Financial Solutions Specialist (Digital Branch FSS) is responsible for delivering consultative financial solutions through digital interactions, including originating consumer and home equity loan requests and supporting account needs. This role supports member needs through digital channels including online, phone, and chat interactions. This position is responsible for all digital new account origination and member onboarding, serving as a subject matter expert in all account and lending solutions. The Digital Branch FSS combines strong sales and service skills with a highly consultative approach to deliver an elevated, relationship-focused experience for prospective and existing members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lives CCU’s service standards and core values: Be the Advocate. Embrace Curiosity. Be Compassionate.
• Responsible for all incoming digital channel requests (online, phone, and chats) for new accounts, consumer loans, and new member onboarding, ensuring timely, accurate, and seamless service.
• Maintain expert knowledge of the credit union’s products and services.
• Deliver a highly consultative sales experience by actively identifying member needs, recommending tailored financial solutions, and cross-selling relevant products and services to deepen relationships.
• Conduct thorough member interviews to gather financial information, understand borrowing needs, and guide members through available loan and account options.
• Educate members on loan products, application requirements, terms, and next steps, setting clear expectations throughout the process.
• Collect initial supporting documentation as needed and ensure applications are complete and decision-ready before submission to processing and underwriting teams.
• Manage a high volume of applications and member interactions with strong efficiency, organization, and attention to detail.
• Communicate loan decisions clearly and professionally, including explaining denials with empathy and providing guidance to help improve future eligibility.
• Partner closely with processing, underwriting, and closing teams to ensure a seamless handoff and efficient member experience.
• Consistently meet or exceed production and performance goals, including application volume, funded loan volume and cross-sell expectations.
•  Deliver a high-quality onboarding experience for new members, ensuring awareness and adoption of relevant products, services, and digital tools.
• Serve complex member needs including establishing and servicing IRAs and specialty accounts.
• Complete credit union’s sales activities including but not limited to member outreach for campaigns, book of business reviews, and new member onboarding.
• Demonstrate strong interpersonal skills, professionalism, and adaptability in a fast-paced, high-volume environment.
• Support organizational growth by contributing to sales initiatives, promotions, and business development efforts.
• Maintain compliance with all credit union policies and applicable local, state, and federal regulations, including BSA/AML, OFAC, and Fair Lending requirements.
• Perform other duties as assigned.

KNOWLEDGE, SKILL, AND ABILITY

• Demonstrates a high level of professionalism, discretion, and diplomacy when handling sensitive member information and complex financial needs.
• Builds and maintains strong relationships with members, coworkers, and external partners through communication, trust, and exceptional service.
• Demonstrates sales acumen and the ability to identify opportunities, recommend financial solutions, and deepen member relationships.
• Strong written and verbal communications skills with the ability to convey information clearly.
• Thorough knowledge of consumer lending principles, lending regulations, underwriting considerations, and credit union lending policies and procedures.
• Thorough knowledge of lending and deposit products and credit union lending policies. 
• Demonstrate strong interpersonal skills, professionalism, and adaptability in a fast-paced, high-volume environment.
• Must be able to work independently and prioritize workload.
• Strong organizational and problem-solving skills with a high level of accuracy and attention to detail.

EDUCATION, FORMAL TRAINING, AND EXPERIENCE

• High school diploma, GED, or equivalent training/experience. 
• Minimum of two years lending and loan origination background preferred.
• Experience opening and servicing deposit accounts, including specialty accounts, preferred.
• Sales, relationship building, and member service experience required.

WORK ENVIRONMENT/PHYSICAL ACTIVITES

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties, the employee is regularly required to use hands to finger, handle, or feel and talk and hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to sit and stoop, kneel or crouch.

BENEFITS
This position is eligible for the following benefits:

• Medical/Dental/Vision Insurance
• Company Paid Life, Short-term Disability, and Long-term Disability Insurance
• Voluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance
• 401k Employer Contributions & Match
• Annual Profit Sharing funded into the 401k
• Tuition Reimbursement (Max $5,250.00/annually)
• Paid Time Off 
• Company Paid Holidays
• Work-Life Balance and Flexible Work Schedules
• Cross-Training and Career Development Opportunities
• Wellness Program 
• Employee Recognition Program
• Annual Bonus Based on Company Performance
• Monthly Incentives Based on Performance

Salary : $26 - $28