"Alerted.org

#1616

Downey, CA, USA

Pay Range

$23.34 - $35.02

Position Type

Full Time

Job Description

The Digital Membership Representative is responsible for the management of applications for membership submitted via the digital application channel to include acquisition and processing of supporting documentation, review of risk factors and rendering a decision on applications. This role will play a critical role in protecting the credit union against fraud and will work closely with the credit union’s Risk department to maintain an acceptable level of loss within the channel.

ESSENTIAL RESPONSIBILITIES:

+ Process applications for membership submitted via the digital channel to meet 24 hour SLA.

+ Review and address issues with identity verification, credit risk and other applicable obstacles to the establishment of membership.

+ Obtain supporting documentation e.g. verification of residency, identification and other pertinent information from applicant to render a decision when necessary.

+ Ensure timely communication with the applicant regarding status and outcome of the application.

+ Work with credit union Partners to address potential for risk associated with fraud identified during the application process to mitigate loss.

+ Upon approval of application partner with the Outbound Sales team to ensure a smooth onboarding process.

+ Responsible for assisting Support Services with the reconciliation process of GLs associated with the funding of accounts established in the digital channel.

+ Participate in meetings with eServices to further the development of the digital application process by recommending enhancements that would improve the member experience.

+ Assist Contact Center management team in addressing member feedback relative to the digital membership application process received via NPS surveys.

+ Ongoing management of reports to identify trends in the digital membership channel to include volume, turn time, application status and other relevant key service metrics.

+ Remain up to date on Verafin, Equifax and other relevant fraud detection and prevention tools used by the credit union.

EDUCATION/EXPERIENCE:

+ Bachelor’s degree preferred. At a minimum must hold Associate's degree (A. A.) or equivalent from two-year College or technical school; two years related experience and/or training; or equivalent combination of education and experience.

+ Prior customer service and/or call center experience is desirable.

+ Ability to work independently and exercise sound judgement.

+ Prior experience managing high volume work channels under tight timelines.

+ Understanding of BSA, OFAC, SDN lists and other applicable regulations pertinent to the membership

+ Ability to communicate effectively, both verbally and writing, with all levels of the organization.

The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity.

Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity.

Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.