Digital Account Representative

ABOUT: NAVIGANT CREDIT UNIONrnPeople helping people.

That's what a credit union, and in particular Navigant Credit Union, is all about.

Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.rnNow at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.rnThose values-and our belief in putting people first-are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.rnOur Core Values consist of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization.

They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.rnOur company prides itself on demonstrating community-based values and investing in our workforce, while exceeding member expectations.

Delivers exceptional customer service, aligned with the Credit Union's core values and mission statement.

Serves as an advocate for members and is an integral contributor to the credit union's member experience.

Meets all established sales and service goals.

Responsible for assisting members in opening new deposit accounts and lending products via the phone.

In addition, responsible for the onboarding and fulfillment of new and existing member deposit account applications submitted through our online account opening solution.

Reviews all submitted applications (Pending/Approved) and completes all necessary steps as outlined in policy and procedure for the fulfillment of digital eBranch accounts, including but not limited to, validating IDV/OFAC/ChexSystems parameters, proper CIP requirement management, issuing plastic cards and assisting with digital banking enrollment.

Cross-sells Credit Union products and services.

Responds to questions and/or provides information upon request from members (internal and external). Assists members and potential members in understanding and utilizing Credit Union products and service.rnABOUT THE ROLE:MAJOR RESPONSIBILITIES (in descending order of importance and should be no more than 10, if possible)rnrnServes as the primary resource for telephone account opening process for deposit accounts and lending, supporting both contact center referrals and Online Account Opening.rnOpens Online Accounts and ensures all documentation is accurately prepared and in compliance with laws, regulations and internal policies and procedures.rnActs as an account manager for the contact center deposit account pipeline assisting to make referrals, deepen the relationship, and improve the member experience.rnConducts proactive telephone outreach to members to ensure their satisfaction with their membership and notify them of potential products and services that can improve their financial well-being.rnConducts outbound call and email follow-up to assist members who have started an application for a deposit account, however, have not submitted it for consideration.rnAchieves sales and production goals through a combination of deposit and loan account origination fulfillment, product and service cross sales to members opening accounts through the digital channel, and proactive telephone outreach to members leading to increased product/service adoption.rnAnalyzes member relationship to optimize existing products and services and deepen relationships by cross selling of relevant products and services.

rnProvides back up support via the telephone channel including monetary transactions such as fund transfers, credit card and loan payments, balance inquiries, loan inquiries, stop payments, online banking and ATM/debit card troubleshooting.

Utilizes tact and experienced based knowledge to research and resolve member inquiries while explaining specific policies and procedures.

Routes calls to the proper department only after exhausting all efforts to assist the member.rnPerforms other member services and administrative duties as assigned by the Contact Center Management.rnrn rnQUALIFICATIONS:rn rnEducationrnrnHigh school diploma or equivalent (GED) education required.

rnrnExperience/Skills/Knowledge:rnrnMinimum two (2) years' experience in member service, operations and/or lending.

Previous customer service experience preferred.

rnDemonstrated knowledge of Credit Union products, services, policies and procedures and ability to sell them.

Previous telephone sales experience preferred.

rnMust possess excellent verbal, written, telephone and interpersonal communication skills.

rnMust have excellent organizational, analytical, and problem-solving skills.

rnPC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet rnMust possess a strong service orientation in alignment with the Credit Union's mission and core values.

rnAbility to handle multiple projects/priorities simultaneously with an effective outcome.

rnAbility to deal with highly confidential information.

rnAbility to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc.

Ability to lift a minimum of 25 lbs.

(e.g., file boxes)rnBilingual skills a plus.rnrn rnGENERAL DESCRIPTION:rn In terms of physical requirements, this position requires work best described as:rn Sedentary Light Medium Heavy Very Heavy rn rnPHYSICAL TASKS:rnrnStanding/Walking/Bending/Stooping - OccasionalrnSitting- ContinuousrnHearing - Ability to receive information through oral communication (face to face and telephone). - ContinuousrnTalking - Expressing or exchanging ideas by means of the spoken word (face to face and telephone). - ContinuousrnReading - Ability to receive information through fax and e-mail.

- Continuousrnrn rnAUDIO / VISUAL:rnrnRequires vision to perform work dealing with data and figures and computer screens.

- Continuous rnRequires ability to prepare and execute presentations, training programs and seminars.- rnrnPSYCHOLOGICAL/MENTAL DEMANDS:rnrnResponds positively and productively to stressful (internal and external) member situations - Occasional.rnAssists others to work harmoniously and effectively as part of a work team.

- Continuous

Full Time