Digital Member Service Representative

Position Summary:

The Digital Branch Member Service Representative (MSR) I provides high-quality, first-contact service to Members and Non-Members through the Credit Union’s Digital Branch. This role delivers financial services and consultative support through phone, email, and secure digital channels while promoting Credit Union products,processing memberships and loans, and supporting Online and Mobile Banking services. The Digital Branch MSR I is responsible for resolving routine to complex member inquiries, originating and funding consumer loans within authority, providing financial counseling, and ensuring compliance with Credit Union policies,procedures, and regulatory standards. This role supports operational excellence and member satisfaction across all services available through the Digital Branch. This may be a hybrid remote position depending on department needs, successful skills training, as well as meeting job productivity/expectations and IT security requirements.

Essential Functions & Responsibilities:

• 30% Delivers professional, accurate, and timely service to Members and Non Members through all Digital Branch service channels, including inbound and outbound phone calls, email, Lumin secure messaging, Engageware, web chat, Eltropy SMS text messaging, and physical mail. This function requires independent judgment, discretion, and professionalism while operating in a fast paced, high volume service environment. Determine the nature and priority of member concerns and independently resolve routine to complex service, account, and loan inquiries in compliance with Credit Union policies, procedures, and regulatory standards. Perform limited transactions, research issues, and address complaints with a focus on first contact resolution whenever possible. Support members and non members across a broad range of personal financial needs, including account usage, digital access, and loan related inquiries, while clearly explaining Credit Union policies, products, and requirements. Utilize strong oral and written communication skills to convey complex or sensitive information in a professional, personable, and member focused manner. Maintain expert working knowledge of membership eligibility, consumer lending criteria, mobile and online banking platforms, and all Digital Branch systems and applications. Manage continuous high volumes of interactions while meeting service level expectations, quality standards, and productivity benchmarks.

• 30% Independently process a high volume of new memberships received through online channels and indirect lending, additional share accounts, and savings services while ensuring full compliance with identity verification, member due diligence, internal controls, and fraud prevention requirements. Open and offer digital membership accounts including Checking, Savings, Money Market, and Holiday accounts within Digital Branch capabilities. Review and process online account applications through MeridianLink, exercising judgment to ensure accurate documentation, system integrity, and appropriate account structure and service selection. Perform authorized account maintenance functions, including opening checking accounts using ChexSystems, Socure, and DocV; processing fee reversals; releasing funds; ordering checks; and maintaining account records. Troubleshoot automated banking services, including Mobile and Online Banking registration, password resets, and lockouts. Identify, research, and resolve account discrepancies and potential fraud issues, escalating identity theft or suspicious activity to management as required. Complete all documentation accurately and timely in accordance with Credit Union procedures while managing sustained transaction volumes.
•  20% Process a high volume of online and phone based consumer loan requests, including unsecured and secured loans, refinances, dealer purchases, lease buyouts, private party purchases, credit cards, and lines of credit. Conduct consultative loan interviews to assess member needs, explain lending options, and recommend appropriate solutions while adhering to underwriting standards and lending authority limits. Ensure qualified members receive same day approvals and funding when documentation and verifications are complete; otherwise ensure loan decisions are delivered by the next business day. Refer loans outside individual authority to underwriters with well documented recommendations or counteroffers. Fund and close loans using proper documentation and approved digital tools, ensuring accuracy and regulatory compliance. Audit closed consumer loans, monitor loan exception thresholds, and document follow up communications in Symitar and/or MeridianLink as required. Serve as a lending knowledge resource to peers and share expertise through collaboration and communication channels while maintaining productivity expectations in a high volume lending environment.
• 10% Provide personalized financial counseling, including debt consolidation strategies, step loans, workout loans, and credit improvement guidance. Promote and counsel members on Credit Union loan products such as auto loans, auto pre approvals, real estate loans, HELOCs, equity loans, overdraft protection, and signature loans. Offer related ancillary products and services including credit insurance, GAP insurance, mechanical breakdown protection, and auto buying services. Market Credit Union products, services, promotions, and participate in fundraising initiatives throughout the year. Actively engage in monthly department meetings by contributing ideas for streamlining Digital Branch operations and improving member experience. Adhere strictly to Phone On Queue schedules, manage member appointments via TimeTrade, and support initiatives that enhance efficiency and service delivery.
• 10% Maintain complete, accurate, and timely documentation for all account and loan activities. Adhere to all Credit Union policies, procedures, internal controls, and applicable regulatory requirements, including security, privacy, and identity verification standards. Safeguard member confidentiality and consistently follow authentication protocols. Provide cross training, mentorship, and knowledge sharing support to peers as requested. Perform additional duties, special projects, and initiatives as assigned by Leads or Management. Contribute to a positive work environment and uphold LAFCU’s professional image through respectful communication, teamwork, accountability, adaptability, and a strong commitment to member satisfaction.

Qualifications & Opportunities:

• Three years to five years of similar or related experience.
• A high school education or GED.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Working knowledge of established teller procedures and policies. Understanding of Credit Union operations. Communicates information and ideas in speaking so others will understand. General office equipment such as calculators, computers, photocopiers, and scanners.
• Requires 6 hours of sitting a day. Fine dexterity and use of computer keyboards for long periods of time. Requires ability to use telephone system for extended periods of time. Visual skills for computer and hearing skills for phone use. Also requires repetitive use of hands.
• Office and hybrid remote.

Salary:

• The minimum and maximum base salary range for this position is $26.51 to $38.75 in California. 
• The target starting base hourly rate is between $26.51 to $29.57. 
• This compensation and benefits information is based on Los Angeles Federal Credit Union's good faith estimate as of the date of publication and may be modified in the future.
• The starting base salary within the range will depend on a variety of factors that may include relevant prior experience and/or education, or skills and expertise.

LAFCU is an Equal Opportunity Employer. We are committed to building an inclusive and diverse workforce.