Digital Member Solutions Representative

Title: Digital Member Solutions Representative

Salary Range - $24 - $25.50 an hour

Summary:

The Digital Member Solutions Representative delivers exceptional service to members through Eagle Community Credit Union’s digital channels—including secure video, phone, chat, and email. This role supports members with new memberships, loan applications, digital banking assistance, and transactions, while consistently demonstrating Eagle’s ICARE values: Integrity, Collaboration, Accountability, Respect, and Excellence.

Essential Duties and Responsibilities (Other duties may be assigned.)

Member Service & Support

• Provide friendly, accurate, and efficient service through secure video and digital channels, upholding the ICARE values in every interaction.
• Open new memberships, checking/savings accounts, and certificates in compliance with policy and regulatory standards, demonstrating Integrity and Accountability.
• Verify identity, validate transactions, and ensure all documentation is accurate and complete, following all applicable laws and regulations.
• Assist members with account maintenance, balance inquiries, transfers, and digital banking support, treating every member with Respect.
• Demonstrate professionalism, empathy, and confidentiality in all interactions.

Loan Applications & Processing

• Interview members to determine credit needs and assist with loan applications for products such as personal, auto, credit card, or share-secured loans.
• Accurately input loan data, gather required documentation, and ensure applications meet underwriting standards, reflecting Excellence and Accountability.
• Communicate loan status updates to members and coordinate with the centralized lending team for review.
• Follow established procedures for funding, loan disclosures, signatures, and regulatory compliance.

Consultative Sales & Relationship Building

• Engage members to uncover financial needs and recommend products that best fit their goals, acting with Integrity and Respect.
• Promote and offer ECCU’s full range of products, including loans, credit cards, and digital services.
• Meet or exceed individual service, referral, and quality goals, contributing to credit union growth and profitability.

Operational Accuracy & Compliance

• Complete transactions, forms, and reports with precision and consistency, upholding Accountability and Excellence.
• Adhere to Credit Union policies, security standards, and regulatory requirements.
• Protect member data and ensure all actions align with compliance standards.

Problem Resolution

• Investigate and resolve member concerns quickly and effectively, demonstrating Integrity and Respect.
• Exercises sound judgment to determine appropriate solutions or escalation.
• Takes ownership of each member interaction through to resolution.

Team Collaboration & Development

• Participate in team meetings, training, and digital service initiatives, fostering Collaboration and a growth mindset.
• Share knowledge with peers to improve overall team performance.
• Adapt to evolving systems, technologies, and member needs.

Qualifications:

Education and Experience:

• High school diploma or equivalent required.
• One to two years of experience in financial services, contact center, or digital member support preferred.
• Demonstrated success in service delivery, problem-solving, system navigation, and member satisfaction.
• Minimum 1 to 2 years of financial institution experience as a loan processor or similar position.
• Prior experience with a financial institution and/or indirect lending operations is desirable.
• Experience with automated loan systems preferred.

Language Skills:

• Strong verbal and written communication skills, including video professionalism.
• Bilingual (English/Spanish) preferred but not required.

Mathematical Ability:

• Basic math skills for calculating transactions, loan payments, and account reconciliations.

Technical Skills:

• Proficient in Microsoft Office (Word, Excel, Outlook).
• Comfortable working in multi-system environments (CRM, core processing, digital banking platforms).
• Experience with Symitar, Genesys Cloud, and Eltropy preferred but not required.

Work Environment:

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions, in accordance with the Americans with Disabilities Act (ADA) and California’s Fair Employment and Housing Act (FEHA).
• Primarily indoor office environment with moderate noise levels.
• Hybrid or remote work may be available based on performance and operational needs as approved by management.
• Weekend (Saturday) hours are required.

Physical Demands:

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Regularly required to sit, type, and communicate through video, phone, or chat systems.
• Occasionally required to stand, walk, or lift up to 10 pounds.
• Specific vision abilities include close focus for reading and digital screen use.

Equal Opportunity/Affirmative Action Employer

Eagle Community Credit Union is committed to a workplace free from unlawful discrimination based on race, color, religion, sex, gender identity, age, national origin, citizenship, disability, sexual orientation, veteran status, genetic information, or any other classification protected by applicable federal, state or local law. This applies to all terms, conditions, and privileges of employment, including, without limitation, recruitment, hiring, assignment, training, promotion, compensation, evaluation, discipline, and discharge. For more information, please view https://www.dol.gov/agencies/ofccp/posters.

Eagle Community Credit Union values the contributions of our diverse workforce, including those with disabilities. Eagle is committed to complying fully with the Americans with Disabilities Act (ADA) and other applicable federal, state, and local laws. Eagle is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. This Company prohibits discrimination against applicants and employees on the basis of disability as it pertains to the job application and hiring process and other terms and conditions of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact accommodation@eaglecu.org. This email is created exclusively to assist disabled job seekers who disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or other technical issues not related to a disability, will not receive a response.

Benefits Offered:

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off (PTO)
• Training Provided
• Tuition Reimbursement
• Volunteer Time Off
• Supplemental Insurance
• Employee Discounts

Salary : $24 - $26