Lead Online Member Representative

WHAT YOU'LL DO:

The Lead Online Member Representative drives performance, consistency, and continuous improvement across TruStone's digital membership onboarding experience. This role is responsible for opening and managing online membership applications, while serving as a subject matter expert, coach, and workflow leader to ensure strong conversion rates, high service quality, and rigorous fraud prevention and compliance standards. In addition to managing complex applications and member interactions, the Lead plays a key role in identifying, mitigating, and preventing online fraud, safeguarding the credit union while balancing a seamless member experience. This includes proactively reviewing applications, recognizing risk indicators, and ensuring adherence to established policies and controls. The Lead provides guidance to team members, supports process optimization, and identifies opportunities to improve the digital onboarding journey. This role exercises independent judgment to match members with the products and services that best support their financial success, while maintaining a strong working knowledge of all credit union offerings. This role is critical to optimizing digital account opening, improving member experience, increasing product penetration, and protecting the organization from fraud risk.

WHAT YOU'LL BRING:

Availability to work 40 hours per week Monday through Friday between the hours of 8:30am - 5:00pm at our Burnsville Administrative Office location; non‑exempt. In addition: High school diploma or equivalent; college coursework preferred (business, finance, or related field strongly encouraged). 3+ years of financial services experience or equivalent experience in roles requiring strong customer service, attention to detail, and problem‑solving skills. Financial or lending experience required; working knowledge of CDs, IRAs, and Trusts preferred. Proven leadership abilities. Experience working in an Agile environment, with an understanding of sprint cycles, backlog management, and continuous improvement practices. Experience using Jira (or similar tools) to track work, document issues, and support prioritization of enhancements and defect resolution. Demonstrated ability to coach, mentor, and influence others, supporting team performance and consistency. Strong understanding of digital banking, online account opening, and member onboarding processes. Excellent attention to detail and organizational skills, with the ability to oversee quality and accuracy of work across the team. Ability to work effectively in a fast‑paced environment while managing multiple priorities. Strong verbal and written communication skills, with the ability to guide both members and team members. Proven ability to deliver exceptional member service and handle complex or escalated situations. Proficiency in Microsoft Office products; experience with Episys and digital onboarding platforms preferred. Ability to maintain strict confidentiality and safeguard sensitive member information. Strong analytical, problem‑solving, and decision‑making skills. Ability to work both independently and collaboratively, demonstrating initiative and leadership. Demonstrates professionalism and composure while working under pressure. Strong understanding of fraud prevention practices and risk awareness within digital account opening. Maintains awareness of enterprise compliance requirements, including Bank Secrecy Act (BSA/AML) obligations, and follows internal policies and escalation protocols as applicable. Ability to pass all pre‑employment drug test and various background checks. Responsible for regular and reliable attendance at the workplace.

WHO WE ARE:

TruStone Financial is a member‑owned credit union offering comprehensive, straightforward, and competitive financial solutions designed to support our members' financial health. Established in 1939 by a group of teachers, TruStone Financial has grown into Minnesota's second‑largest credit union. With over 550 dedicated employees, we serve more than 200,000 members across 23 branches in Minnesota and Wisconsin. Our vision is to deliver exceptional financial experiences, and to achieve this, we need exceptional people! Join our expanding team and help us fulfill our mission to engage, educate, and inspire members toward lifelong financial well‑being.

WHAT WE OFFER:

The salary range for this position is $26.50 to $32.50 per hour. In addition, we offer: Competitive pay and incentive programs for all positions. Health insurance with the ability to choose which plan option is best for you - a Traditional Health Plan or Health Savings Plan. Affordable dental and vision insurance coverage. Earn 22 days of paid time off annually for full‑time employees with an equivalent accrual for part‑time employees - and, the longer your tenure, the more PTO you'll have to enjoy. 10+ paid holidays each year. Up to 16 hours of paid time annually to volunteer for organizations you are passionate about. 401(k) with 50% employer match on the first 6% you contribute - plus, after one year of service, an additional 3% safe harbor employer contribution that is immediately 100% vested regardless if you are contributing or not. Eligibility for profit sharing opportunities in the form of a contribution to your 401(k) account. Employer‑paid Short Term and Long Term Disability benefits. Employer‑provided life insurance up to 2.5x your base salary with the option to purchase additional coverage for yourself, spouse and eligible dependents. Reimbursement for higher education expenses of up to $5,250 per calendar year (including tuition, books and activity fees). Career development opportunities - including our STEP job shadow program, TruStone Academy certification courses, Mentorship Program and more. Special employee discounts when you join TruStone Financial as a credit union member. Employee activities, events, discounts, and many other great benefits and perks! TruStone Financial Credit Union is an affirmative action and equal opportunity employer of protected veterans, individuals with disabilities and all protected classes. #J-18808-Ljbffr TruStone Financial Credit Union