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.