Digital Experience Officer

Role
The Digital Experience Officer delivers exceptional member service by assisting with account openings, loan applications, and digital banking solutions. This role advises members on products and services that support their financial goals while identifying lending and cross-sell opportunities. The agent manages the account and loan process from application through closing, ensuring accuracy, compliance, and a seamless member experience across digital and phone channels. This role requires strong knowledge of new account and consumer lending processes, as well as applicable regulations, including Red Flag rules, CIP requirements, lending compliance, fraud prevention, and financial privacy laws. The Digital Experience Officer demonstrates the ability to think independently and make sound decisions based on member needs and established guidelines. They are proficient in digital tools and systems used for account servicing and loan processing. The candidate is highly motivated, positive, and results-oriented, with strong sales and service skills. They are also a self-starter who accepts feedback, continuously improves, and maintains high standards of performance.

Major Duties and Responsibilities

• Identify opportunities to deepen member relationships by recommending relevant products and services that align with overall financial goals. Educate members on digital banking tools and services, enabling self-service and enhancing their overall experience. Provide clear, accurate, and easy-to-understand explanations of all products, services, and recommendations. Maintain comprehensive knowledge of credit union products, services, lending guidelines, and digital platforms to deliver informed and efficient support. Monitor pipelines, reports, and workflows to maintain accuracy, productivity, and service standards across all member interactions.

• Consistently approach interactions from the member's perspective, proactively identifying needs beyond the initial request. Deliver responsive, timely, and high-quality service with consistent follow-up to meet or exceed expectations. Demonstrate professionalism, empathy, patience, and respect in all interactions, including challenging situations or complaints. Communicate effectively with members and team members across all levels, both verbally and in writing.

• Actively seek opportunities to cross sell additional accounts, increase loan volume and product adoption. Maintain strong sales performance, closing ratios, and service metrics. Demonstrate persistence, accountability, and the ability to overcome obstacles in a goal-driven environment. Thrive in a fast-paced, high-volume setting while meeting deadlines and performance expectations.

• Assist members with opening, servicing, and enhancing accounts while simultaneously identifying and supporting lending needs, delivering a unified financial solution rather than separate transactions. Guide members through the full application process for both accounts and loans-from initial inquiry through decision and closing-ensuring accuracy, completeness, and a seamless experience. Gather, validate, and process all required information for account and loan requests, ensuring proper documentation and readiness for fulfillment or underwriting. Submit lending requests with clear recommendations (approve, decline, or counter) supported by thorough notes and a holistic understanding of the member's relationship. Proactively manage and follow up on all pending account and loan applications to ensure timely resolution, strong communication, and high member satisfaction.

• Carries out supplementary tasks aligned with the role and department objectives.

• Ensure compliance with all federal and state regulations and internal policies across both account servicing and lending activities, including but not limited to, the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control.

Knowledge and Skills
EXPERIENCE

• Up to six months of similar or related experience including time spent in preparatory positions.

EDUCATION/CERTIFICATIONS/LICENSES

• High school degree or GED required.

INTERPERSONAL SKILLS

• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.