Digital Services Personal Banker

About the role

The Digital Services Personal Banker provides a proactive, consultative approach to online banking that builds member relationships based on trust and the ability to identify financial needs and recommend solutions. This role assists with operations, delivers unique and memorable member experiences, achieves sales goals, and handles service requests.

Responsibilities

• Proactively engage with members through inbound and outbound calls, warmly greeting them, assessing their needs, and fostering positive conversations to understand and address their financial goals effectively.
• Provide excellent member service by handling transactions accurately and efficiently.
• Address member inquiries, resolve issues, and help members understand the different ways they can bank with us and the range of products and services we can offer.
• Assist members with account openings, loan applications, and other financial transactions.
• Educate members on financial literacy topics, including budgeting, savings, and managing credit.
• Maintain a detailed knowledge of financial services and products to provide tailored advice and insight to members.
• Develop and maintain relationships through differentiated customer experiences to retain and grow the member base.
• Educate members on options for managing financial transactions by leveraging technology, tools, and resources.
• Communicate clearly and accurately to members about financial products/services, including benefits, requirements, and any associated fees or costs.
• Open and manage various types of accounts including savings, checking, certificates of deposit, IRAs, etc.
• Assist with loan applications, process loan documentation, and follow up on loan statuses.
• Monitor and manage account activity to ensure compliance with all Credit Union security procedures, Internal Control policies, and regulatory requirements.
• Work closely with other team members to achieve branch and organizational goals.
• Participate in team meetings, training sessions, and professional development opportunities.
• Support branch initiatives and contribute to a positive work environment.

Requirements

• High school diploma or equivalent required; Bachelor’s degree a plus.
• Prior experience in a contact center banking environment preferred.
• Previous experience in a sales support or administrative role is beneficial.
• Demonstrated professionalism and ability to interact confidently with members.
• Ability to take initiative in self-directed learning of Credit Union products/services.
• Ability to perform basic math calculations.
• Proficiency in demonstrating a sales-focused approach and building strong member relationships.
• Ability to successfully complete the Credit Union’s in-house Training Program within a reasonable timeframe.
• Proficiency in MS Office (Word, Excel, Outlook) preferred.
• Excellent written and verbal communication skills.
• Understanding and working knowledge of appropriate core banking systems is beneficial.
• Detail-oriented, ability to multi-task, and work independently and in a team environment.