Digital Branch Account Officer

JOB TITLE: DIGITAL BRANCH ACCOUNT OFFICER

FLSA STATUS: NON-EXEMPT
REVISED DATE: 12/29/2023

REPORTS TO: DIGITAL BRANCH SUPERVISOR


PRIMARY FUNCTION:
This position exists to provide exceptional service, complete transactions, and provide problem resolution for the membership through various incoming/outgoing digital modes of communication.
This position is responsible for opening new accounts and promoting/selling credit union products and services. This position will also prepare loan applications for decision, disburse the funds, and communicate approval/denial to the member.


PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Complete member inquiries and transactions in a timely and professional manner.
2. Take, process, review, and make decisions or refer loan and new account applications through digital communication sources.
3. Accountable for accuracy of new account and loan applications, collecting verification as needed or stipulated in our lending system.
4. Analyze credit reports, cross selling credit union products to put the member in the best financial situation possible.
5. Disbursing loans using e-sign products to provide the complete digital experience for our membership, referring to a branch to close if member requests.
6. Assist in solving member complaints, referring to department leadership when necessary.
7. Act as a subject matter expert for the membership on digital communication platforms.
8. Outbound calling to members for additional onboarding when needed.
9. Troubleshoot members digital banking using proper programs and tools and resources.
10. Abide by lending authority as designated by policy.
11. Actively and thoughtfully communicating with their supervisor, planning their goals and development, taking accountability for their actions and striving for excellence

GENERAL DUTIES/RESPONSIBILITIES:
12. Promote products and services.
13. Attend all meetings as required.
14. Maintain clean and professional work area and appearance.
15. Maintain positive public relations and promote credit union within the community.
16. Complete educational programs as required.
17. Perform the following commitments of service to each and every member at all times:
a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b. Keep a smile in my voice as well as on my face.
c. Answer the telephone or digital communication within the allotted 20 seconds.
d. Call people by name and thank them.
e. Give people my full and undivided attention; focus on the person face to face and on the telephone.
f. Take responsibility for solving the individual's problem instead of referring it to someone else.
g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h. Follow through on necessary action(s) to be sure the problem is solved.
i. Know that what's important is not only who or what created the problem but how the problem can be corrected.
j. Protect confidential information.
18. Other duties as assigned.

REQUIREMENTS OF THE POSITION:
• High school diploma or GED.
• Three to five years similar or related experience.
• Excellent communication and organizational skills.
• Professional, pleasant, and outgoing personality.
• Ability to perform under pressure.
• Thorough knowledge of Credit Consumer laws.
• Knowledge of all laws and regulations regarding this position.
• Ability to calculate loan payments and rates.
• Excellent analytical skills.
• Ability to sell.
• Team player.
• Knowledge of credit union operations.
• Computer knowledge.
• Decision making skills.

PHYSICAL REQUIREMENTS:
Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.

VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).

WORKING CONDITIONS:
None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

HUMAN RELATION SKILLS NEEDED:
The ability to communicate effectively with members, staff, and contacts outside of the credit union in a polite, courteous timely, accurate and efficient manner. Patience in dealing with a difficult member.

INTERNAL TRAINING REQUIREMENTS:
Please refer to the credit union intranet for the internal training requirements for this position.

ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity