Digital Account Opening Specialist

3 days ago


Bar Harbor, Maine, United States Navigant Credit Union Full time
About Navigant Credit Union

Navigant Credit Union is a community-driven financial institution dedicated to improving the financial well-being of its members. With over $3 billion in assets, we are one of the largest credit unions in Rhode Island, yet we maintain our commitment to people-first values.

Our core values of Leadership, Unity, Caring, and Integrity guide our organization and are essential qualities for our employees. We pride ourselves on demonstrating community-based values and investing in our workforce, while exceeding member expectations.

Job Summary

Under general supervision, the Digital Account Opening Representative will perform a broad range of member service and teller activities, delivering exceptional customer service aligned with the Credit Union's core values and mission statement. This role will serve as an advocate for members and contribute to the credit union's member experience, meeting established sales and service goals.

Key Responsibilities
  1. Serve as the primary resource for telephone account opening process for deposit accounts and lending, supporting both contact center referrals and Online Account Opening.
  2. Open Online Accounts and ensure all documentation is accurately prepared and in compliance with laws, regulations, and internal policies and procedures.
  3. Act as an account manager for the contact center deposit account pipeline, assisting to make referrals, deepen relationships, and improve the member experience.
  4. Conduct 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.
  5. Achieve 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.
  6. Analyze member relationships to optimize existing products and services and deepen relationships by cross-selling relevant products and services.
  7. Provide backup 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.
Requirements

High school diploma or equivalent required. Minimum two years' experience in member service, operations, and/or lending. Previous customer service experience preferred. Demonstrated knowledge of Credit Union products, services, policies, and procedures and ability to sell them. Excellent verbal, written, telephone, and interpersonal communication skills. PC proficient, including Microsoft Office and the Internet.



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