Digital Service Representative

Department: Digital & Contact Center
FLSA: Non-Exempt
EEO: Administrative Support 
Salary Grade: 7
Salary Range:  Min: $22.54 Mid: $28.17 Max: $33.80
Reporting Structure: Digital & Contact Center Manager

People Vision: At Sun, our people shine brightest. We create a culture of empathy, care, and connection that empowers brighter futures and supports well-being for all. Because when we care, lives change.

Position Purpose: The Digital Service Representative (DSR) plays a vital role in delivering fast, accurate, and member centered service through Sun’s digital channels. In this position, the DSR enthusiastically manages the online account and loan queues, reviewing, approving, and funding requests with a strong sense of urgency while maintaining the warmth and care our members expect. The DSR also provides guidance on Credit Union products and services while performing a range of account maintenance tasks to ensure members’ financial needs are met

DSRs serve as knowledgeable guides for members navigating Credit Union products and services through digital channels, providing clear, timely answers and resolving issues efficiently. They perform a variety of account maintenance tasks in collaboration with digital tools, platforms, and vendors, and work closely with the Lending Department and branch teams to ensure seamless member experiences.

As a valued contributor to the Digital & Contact Center team, the DSR partners with colleagues to continuously improve processes, uphold compliance standards, and deliver the responsive, high-quality digital service that reflects Sun’s commitment to our members and communities.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Enthusiastically monitors and manages the online account queue to review, approve, and fund deposit accounts promptly and accurately.
• Adds notes and alerts to account records for pending signatures and funding; closes accounts that have exceeded the documentation and funding deadline.
• Reviews and updates certificate and club accounts.
• Ensures that all member information, documentation, and account records are complete, accurate, and maintained in accordance with Credit Union standards.
• Processes account maintenance requests submitted through digital channels, ensuring accuracy and adherence to established procedures.
• Enthusiastically monitors and manages the online loan queue to review, process, and fund approved loans quickly and accurately.
• Maintains knowledge of DMV and Credit Union Requirements
• Maintains active registration with the Nationwide Multistate Licensing System (NMLS) as required to support the origination and processing of home equity products.
• Understands and communicates the pre-approval process for all loan products.
• Communicates loan stipulations required by the Lending Department to members via digital channel.
• Ensures that all account and loan documents are signed and completed accurately.
• Works closely with the Lending Department and branches as needed to finalize loan and deposit requests.
• Delivers exceptional member service through digital channels by providing clear, timely, and personalized responses that reflect Sun’s commitment to care.
• Resolves member account and loan requests, questions, and issues promptly, courteously, and professionally.
• Provides members with information on accounts, payments, interest rates, loan options, savings programs, and Credit Union policies and procedures.
• Is knowledgeable about all current loan and deposit campaigns, products, and services, and proactively shares relevant information with members.
• Connects members with the appropriate subject matter experts when complex needs arise, ensuring they receive the best possible support.
• Assists the Contact Center call queue as needed.
• Ensures strict compliance with BSA/AML Rules and Regulations; completes required BSA training annually.
• Identifies and reports unusual or suspicious activity to the Digital & Contact Center Manager and Compliance Department in accordance with regulatory guidelines.
• Completes required account verifications (ChexSystems, Credit Report, and CrossCore) prior to establishing new accounts.
• Mitigates and prevents online account and loan fraud by monitoring digital activity and escalating concerns through appropriate channels.
• Meets individually assigned goals and contributes directly to overall department goal attainment.
• Demonstrates a sense of urgency in identifying, resolving, and reporting digital service disruptions through MeridianLink or appropriate communication channels.
• Assists in creating and updating department procedures to support continuous process improvement.
• Collaborates with teammates to identify opportunities to improve digital workflows and enhance the member experience.

Position Requirements

Education and Experience:

• High school diploma or equivalent required; some college preferred.
• Minimum of one year of experience as a Member Service Representative or equivalent role within a financial institution.
• Experience assisting members with account servicing, loan processing, and financial service solutions preferred.

Key Competencies:
Technical Skills

• Member Focus: Demonstrates a genuine passion for helping people and delivering extraordinary member experiences, even in a remote, queue-based environment.
• Digital Communication: Communicates clearly, professionally, and with warmth through written and digital channels; adapts tone to keep interactions personable and efficient.
• Efficiency & Accuracy: Manages high-volume digital queues with a strong sense of urgency while maintaining precision and attention to detail.
• Problem Solving: Approaches member concerns with a solution-oriented mindset focused on “Getting to Yes” and resolving issues through available digital resources.
• Collaboration: Works effectively with Contact Center teammates, the Lending Department, and branch staff to ensure seamless member experiences.
• Alignment with Sun Vision: Consistently demonstrates behaviors that support the Credit Union’s mission, values, and commitment to improving members’ financial well-being.

Preferred Qualifications

• Prior experience in a credit union or financial institution.
• Experience in a contact center, digital service, or remote member/customer service environment.
• Familiarity with online fraud detection and digital risk mitigation practices.
• Knowledge of BSA/AML compliance requirements in a financial services setting.
• Bilingual in English and Spanish preferred; ability to effectively communicate with Spanish speaking members in a professional and member-focused manner. 

Working Conditions

Primarily performed in a Contact Center environment with frequent digital interaction with members and team members.

• Sitting for extended periods; dexterity of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Physically able to participate in meetings, presentations, and training sessions.
• Requires the ability to sit or stand for extended periods, use standard office equipment, and occasionally lift items up to 25 pounds.
•  May require flexible scheduling, including occasional evening or weekend hours based on departmental needs.

Intent and Function of Job Descriptions
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well- constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Sun Community Federal Credit Union is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace. We encourage applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or veteran status.