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Digital Banking Representative II

Company: TruWest
Location: Tempe
Posted on: June 8, 2021

Job Description:


Education: Requires a high school diploma or GED with college level courses in a related field preferred.

Experience: This position requires 2-5 year's experience as an Electronic Services Rep I or similar related experience.

Knowledge and Skills: This individual must have good verbal/written communication skills in order to exchange basic to moderately complex information with both internal and external clients. Individual must also have good telephone etiquette, good organization skills and be able to work independently. This individual must have intermediate to advanced understanding of the credit union operating System, PC skills including Microsoft Word, Excel, and Outlook. Requires in-depth knowledge of TruWest products, services and account requirements, as well as TruWest's Electronic Services product offerings in order to identify cross-selling opportunities, which will benefit the member. Individual must have knowledge of the credit unions policy and procedures as well as basic lending regulations. Have the ability/knowledge to troubleshoot and assist complex problems within the Digital Banking Department.

Essential Duties and Responsibilities:

  • Creates, analyzes, and maintains reports utilizing Monarch for the purposes of gathering information needed for the Deposit Services Department.
  • Provide statistical information as it relates to Digital Banking for the purposes of the department's month end report.
  • Interface with various vendors relating to the Digital Banking and technical member issues.
  • Assists members and staff with electronic service questions/issues on all Digital Banking products.
  • Online Banking
  • Bill Pay
  • Funds Transfer
  • Mobile App
  • Remote Deposit Capture
  • eStatements
  • Online Account Opening
  • Money Management
  • Online Chat
  • Secure Support Ticketing
  • Text & Mobile Banking
  • Pay - By- Web
  • Credit Card Points - TruRewards
  • TruWest Card Manager App

  • Provides support on technology and service related issues to meet members' Mobile and Web service expectations, including their Wireless Carrier, Internet Service Providers, Browsers and various Security Software systems
  • Support account opening through various channels, including the online channel and the indirect loan channel.
  • Identify member's financial needs through onboarding and electronic account opening, profiling and promoting appropriate products and services to maximize cross-sale opportunities and maintain acceptable referral and sales levels
  • Accurately complete and process product/service/loan applications for review and evaluation and interfacing with members in response to applications submitted.
  • Understands and can open all deposit accounts and accurately originate and book applicable loan products; completing necessary documentation for application processing as required by state and federal laws
  • Consistently educates members about their financial choices, by listening, asking about and understanding their needs responding by recommending appropriate financial products/services.
  • Review Mobile, eDeposit, and ATM checks daily for approval, and determine appropriate holds for negotiable items.
  • Interface, troubleshoot and provide support for members via an online chat feature.
  • Download all secured forms daily and respond to member's questions and e-mails in a timely manner.
  • Follows credit union policies for compliance with all laws and regulations, specifically, but not limited to, the Bank Secrecy Act, Security Policies and Confidentiality Policies.
  • Assist the Digital Banking Manger with projects in relation to the Digital Banking Department

Keywords: TruWest, Tempe , Digital Banking Representative II, Other , Tempe, Arizona

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