What are the responsibilities and job description for the Digital Member Service Officer position at WCCU Credit Union?
JOB REQUIREMENTS: The Digital Member Service Officer provides a full
range of products and services to members with an emphasis for
acquiring, expanding, and enriching member relationships in a digital
environment. They must be able to identify and analyze member needs and
desires so that they can adequately recommend products and services that
best match member needs as embodied by Westby Co-op Credit Union and in
Accordance With Procedures. Principal Duties And Responsibilities
Digital Lending Responsibilities: Review and completion of online loan
applications. Acquire an extensive knowledge of the phone system and
office equipment used to facilitate all aspects of the position,
including other programs needed to complete task. Communicates with
members by digital channels throughout the loan decision process to
gather background information on applicants by interviewing or through
online applications and obtaining credit bureau reports, determines if
the member qualifies for a loan or if additional collateral/ co-signors
are needed, verify member\'s signature on loan documents, and approve or
deny loan requests. Calculates debt-to-income ratios on loan applicants,
estimates monthly obligations, and determines member\'s ability to repay
debt along with securing collateral, when necessary. Records and
verifies all reasons for decision. Explains decision to members and
outlines terms, fees, and conditions of the loan. Offers ancillary
products to members when appropriate, including Debt Protection, GAP
Insurance, and Extended Warranty coverage. Responsible for following up
on delinquent loan accounts, insurance needs and other issues that may
arise. Follows procedures for loan documentation and maintains orderly
files on each account with complete and accurate detailing of all
correspondence. Keeps abreast of changes in consumer, commercial,
business, and agricultural lending trends as they apply. May approve or
decline a loan application based on lending authority level. Other
job-related duties as may be necessary to carry out the responsibilities
of this portion of the role. Digital Member Service Responsibilities:
Properly enter information into the core system and programs used by the
Digital Member Service Officer to complete transactions, cash advances,
request forms, stop payments, statements, corporate checks, member
updates, check and card orders and other functions related to this
position. Educate members on products and services we offer, fees and
policies regarding their financial information, and evaluate member
needs to promote relevant products and services to members. Educating on
how to engage safely in digital channels. Provide each member a helpful,
respectful, friendly, and professional member service experience.
Building strong member relationships. Responsible for all aspects of the
digital channels of communication, including online banking services and
chat product. Providing online resets, unlocks and temporary passwords.
Assist in resolving complex member issues, complex or problematic member
questions, and ensure the highest quality of member service and
satisfaction as it pertains to electronic services. Respond to member
inquiries through email, providing a professional appearance. Executes
check negotiation procedures to ensure regular, foreign and onus checks
are processed for payment. Performs inquiries and generates statements
for members to assist with financial information questions. Complies
with Bank Secrecy Act legislation and requirements. Always maintains the
integrity of our confidentiality policy, including maintaining a neat
work area so confidential information is not compromised. Demonstrates
Communication Skills Within The Digital Team And Other Departments,
including the mobile branch, to maintain, enhance and meet expectations
of our member\'s financial needs. Maintain an expansive, up-to-date
knowledge of digital servic s, products and services, fees schedule, and
regulations to assist members and co-workers accurately and efficiently.
Assist members with debit card needs including, new cards and
replacement cards. Assist with opening new accounts for individuals and
entities interested in becoming a WCCU member. This includes all
business and all personal accounts and adding share accounts to existing
accounts. Knowledgeable in business services, including but not limited
to, business membership & accounts, online banking, online bill pay,
merchant services, remote deposit capture, ACH origination, and
corporate credit cards. Provide a resource for information on
certificates, IRA, HSA, and Trust accounts, Scan account information
into computer system. Assist with the initial request for member who
want to complete a wire transaction. Adhere to policies and procedures.
Alert to possible fraud or scams posing a risk to member\'s accounts
Electronically. Completion Of Required Annual Education. Other
job-related duties as may be necessary to carry out the responsibilities
of this position of the role. Work Relationships and Scope: Reports
directly to the Digital Branch Manager. Will have regular contact with
management, members, and employees of the Member Service Department.
Will also work with staff members from various other departments of the
credit union. Performance Dimensions: Must maintain the integrity of
confidential business information and follow all guidelines on
confidentiality. Provide outstanding services to co-workers & members.
Possess the ability to attend to numerous details with frequent
interruptions under the stress of maintaining courteous, effective, and
timely relations with a variety of individuals and personalities.
Promotes quality, accuracy, timeliness, reliability, and thoroughness of
work performed. Is punctual, flexible, reliable, and demonstrates a
friendly and helpful attitude. Possess ability to gain the trust and
respect of members, management, and employees. Also maintains a
positive, professional, team-oriented working relationship with staff
and outside vendors. Enhance job growth through continuing education, as
required or necessary. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS:
Previous Financial Experience Desired. Excellent Communication Skills
and proven effectiveness when working with members and staff. Also work
in a courteous, respectful, and efficient manager. Comprehend
consequences of various situations and refer them to the appropriate
staff for resolution. Ability to perform basic mathematical
calculations. Ability to work with a wide range of personalities in a
courteous, effective, and efficient manner. Knowledge and ability to
apply current financial service industry standards, laws, and
regulations. Ability to present ideas, report facts and other
information clearly and concisely. Basic knowledge of the Microsoft
Suite (Outlook, Word, Excel, PowerPoint). Proficient operation of a
variety of general office equipment such as a computer, software
applications, typewriter, copier, calculator, telephone, copy machine,
fax machine and other similar devices or programs related to the
position. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://recruiting.paylocity.com/recruiting/jobs/All/b9944418-e383-4000-853f-3d5b60a36394/Westby-Coop-Credit-Union
range of products and services to members with an emphasis for
acquiring, expanding, and enriching member relationships in a digital
environment. They must be able to identify and analyze member needs and
desires so that they can adequately recommend products and services that
best match member needs as embodied by Westby Co-op Credit Union and in
Accordance With Procedures. Principal Duties And Responsibilities
Digital Lending Responsibilities: Review and completion of online loan
applications. Acquire an extensive knowledge of the phone system and
office equipment used to facilitate all aspects of the position,
including other programs needed to complete task. Communicates with
members by digital channels throughout the loan decision process to
gather background information on applicants by interviewing or through
online applications and obtaining credit bureau reports, determines if
the member qualifies for a loan or if additional collateral/ co-signors
are needed, verify member\'s signature on loan documents, and approve or
deny loan requests. Calculates debt-to-income ratios on loan applicants,
estimates monthly obligations, and determines member\'s ability to repay
debt along with securing collateral, when necessary. Records and
verifies all reasons for decision. Explains decision to members and
outlines terms, fees, and conditions of the loan. Offers ancillary
products to members when appropriate, including Debt Protection, GAP
Insurance, and Extended Warranty coverage. Responsible for following up
on delinquent loan accounts, insurance needs and other issues that may
arise. Follows procedures for loan documentation and maintains orderly
files on each account with complete and accurate detailing of all
correspondence. Keeps abreast of changes in consumer, commercial,
business, and agricultural lending trends as they apply. May approve or
decline a loan application based on lending authority level. Other
job-related duties as may be necessary to carry out the responsibilities
of this portion of the role. Digital Member Service Responsibilities:
Properly enter information into the core system and programs used by the
Digital Member Service Officer to complete transactions, cash advances,
request forms, stop payments, statements, corporate checks, member
updates, check and card orders and other functions related to this
position. Educate members on products and services we offer, fees and
policies regarding their financial information, and evaluate member
needs to promote relevant products and services to members. Educating on
how to engage safely in digital channels. Provide each member a helpful,
respectful, friendly, and professional member service experience.
Building strong member relationships. Responsible for all aspects of the
digital channels of communication, including online banking services and
chat product. Providing online resets, unlocks and temporary passwords.
Assist in resolving complex member issues, complex or problematic member
questions, and ensure the highest quality of member service and
satisfaction as it pertains to electronic services. Respond to member
inquiries through email, providing a professional appearance. Executes
check negotiation procedures to ensure regular, foreign and onus checks
are processed for payment. Performs inquiries and generates statements
for members to assist with financial information questions. Complies
with Bank Secrecy Act legislation and requirements. Always maintains the
integrity of our confidentiality policy, including maintaining a neat
work area so confidential information is not compromised. Demonstrates
Communication Skills Within The Digital Team And Other Departments,
including the mobile branch, to maintain, enhance and meet expectations
of our member\'s financial needs. Maintain an expansive, up-to-date
knowledge of digital servic s, products and services, fees schedule, and
regulations to assist members and co-workers accurately and efficiently.
Assist members with debit card needs including, new cards and
replacement cards. Assist with opening new accounts for individuals and
entities interested in becoming a WCCU member. This includes all
business and all personal accounts and adding share accounts to existing
accounts. Knowledgeable in business services, including but not limited
to, business membership & accounts, online banking, online bill pay,
merchant services, remote deposit capture, ACH origination, and
corporate credit cards. Provide a resource for information on
certificates, IRA, HSA, and Trust accounts, Scan account information
into computer system. Assist with the initial request for member who
want to complete a wire transaction. Adhere to policies and procedures.
Alert to possible fraud or scams posing a risk to member\'s accounts
Electronically. Completion Of Required Annual Education. Other
job-related duties as may be necessary to carry out the responsibilities
of this position of the role. Work Relationships and Scope: Reports
directly to the Digital Branch Manager. Will have regular contact with
management, members, and employees of the Member Service Department.
Will also work with staff members from various other departments of the
credit union. Performance Dimensions: Must maintain the integrity of
confidential business information and follow all guidelines on
confidentiality. Provide outstanding services to co-workers & members.
Possess the ability to attend to numerous details with frequent
interruptions under the stress of maintaining courteous, effective, and
timely relations with a variety of individuals and personalities.
Promotes quality, accuracy, timeliness, reliability, and thoroughness of
work performed. Is punctual, flexible, reliable, and demonstrates a
friendly and helpful attitude. Possess ability to gain the trust and
respect of members, management, and employees. Also maintains a
positive, professional, team-oriented working relationship with staff
and outside vendors. Enhance job growth through continuing education, as
required or necessary. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS:
Previous Financial Experience Desired. Excellent Communication Skills
and proven effectiveness when working with members and staff. Also work
in a courteous, respectful, and efficient manager. Comprehend
consequences of various situations and refer them to the appropriate
staff for resolution. Ability to perform basic mathematical
calculations. Ability to work with a wide range of personalities in a
courteous, effective, and efficient manner. Knowledge and ability to
apply current financial service industry standards, laws, and
regulations. Ability to present ideas, report facts and other
information clearly and concisely. Basic knowledge of the Microsoft
Suite (Outlook, Word, Excel, PowerPoint). Proficient operation of a
variety of general office equipment such as a computer, software
applications, typewriter, copier, calculator, telephone, copy machine,
fax machine and other similar devices or programs related to the
position. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://recruiting.paylocity.com/recruiting/jobs/All/b9944418-e383-4000-853f-3d5b60a36394/Westby-Coop-Credit-Union