Stepping in as Digital Support Representative
Supporting Members During the Lumin Digital Banking Rollout.
Meet the Training Team
Beckey
Samantha
Crystina
Katarina
Michael
Who are you?
We would like to get to know you a little better, so we have a couple questions for you:
What service center are you coming from?
How long have you been with Legacy Ent?
What's a fun fact about you? (Keep them HR appropriate)
Class Expectations
Classroom Norms
Agenda
What You’ll Do as a Digital Support Representative
Answer member calls and accurately verify account holder information
Navigate the Account IQ Tree within Symitar to locate key account details
Determine when to complete warm or cold transfers and route members to the appropriate department based on their needs
Guide and assist members with core Lumin Digital Banking features
Using Symitar as a Digital Support Representative
First, we’re going to take a deeper look into Symitar. You already have some basic exposure to navigating the system, but now we’re going to focus specifically on how Digital Support Representatives use Symitar in real time. Get logged into Symtrain and follow along with me as I show you how to... Verify members Research issues Review warnings or restrictions Spotting anything unsual
As DSRs, Symitar becomes one of your most important tools. Almost everything we do starts with Symitar.
Account Validation
Account validation is your quick safety check. Before you verify the member or take action, take a moment to confirm you’re in the right account and review any alerts or warnings. At this time we will...
Account Validation won’t pop up every time, but it’s important to review these tools whenever it does. You may see the pop‑up if the account has been accessed recently.
Access Symitar
Open a test account
Review RepGen
Check the last Digital Banking access date
Review recent inquiries
Review file maintenance activity
Inactive / Dormant Accounts
Inactive Account: A member has not initiated activity for 1 year
Dormant Account: A member has not initiated activity for 2 years
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
Select the tabs above to learn more about Power of Attorneys
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
A Power of Attorney is appointed by the Owner of the account.
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
Power of Attorney is a written legal document that allows someone else to act on the members’ behalf.
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
Whenever POAs call in, You are to call Resource before moving forward. This is because POAs can have significant authority, which may include specific details outlined in their POA documents that Resource has access to view.
Member Verification
Pause for discussion after video plays
Next, let's see the beginning of a typical call you'll recieve as a Digital Support Representative. As you watch, think about what stands out.
- What did she ask?
- How did she interact with the member?
Member Verification
So we just saw Sheila perform these steps:
- Confirm the Account Number
- Confirm the Member's Full Name
- Request the Call Center Password (Jordan didn't have his so she asks for the last four of his SNN)
- Asked Two Additional Verifiers
Click here for some important reminders!
DSR Verification Standards
Accessing Account Standards
- Digital Support can access an account using the account number (preferred), the member’s full name, or their Social Security number (SSN).
- If an SSN is used to locate an account, remember that it cannot be used as a verifier.
- Debit card numbers cannot be used to access accounts.
- Before verifying a member, always review Account Validation to ensure you’re working in the correct account.
Verification Standards
Click here to see ways to ask for first verifer.
- Digital Support must use three verifiers to assist a member with Online Banking.
- The first verifier must always be the Call Center Password or the last 4 of the SSN.
Member Scenario (Jordan)
In this next activity, you’ll watch Sheila interact with the member Jordan again. This time, you'll need to apply what you’ve learned to determine the most appropriate DSR response. Click Start to begin.
Start
Member Scenario (Jordan)
Once the video finishes, click here to reveal the question.
Lumin Member Experience
Lighting the Way Through Every Member Touchpoint
Now that we’ve seen how an individual opens an account here at Wings Credit Union, let’s take the next step in the member’s journey. Today, we’re going to walk through how the online banking registration process works. Starting with the very first login attempt and ending with full access to their account.
This will help us understand what our members experience, and how Digital Support can guide them confidently every step of the way.
Dive into Lumin
Lumin Member Experience
Member Registration
Required Information for Member Registration
Members will need to enter their first and last name, Social Security number, date of birth, and account number. They’ll also need access to either an email address or a phone number for verification purposes.
Select the iorad logo to access the tutorial.
Lumin Member Experience
Log In Process
Go ahead and log in to Symtest. We’ll log in to a test account together as a class and go through the login process.
Select the iorad logo to access the tutorial.
Important Reminders
If no Call Center Password is on the account, we also take a moment to educate the member on how important it is after the member has been fully verified.
The member must verify their name before we proceed. And remember to read all comments and warnings on the account
Correct!
Watch the video below to see how it plays out.
Contiunue
Ways to request the first verifier
If there is a reminder available, please share the reminder.
Always start with "May I have your Call Center Password?"If the member doesn't have the Call Center Password Then ask "May I have your last 4 of your Social Security Number?"
Digital Support Training Review
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Transcript
Stepping in as Digital Support Representative
Supporting Members During the Lumin Digital Banking Rollout.
Meet the Training Team
Beckey
Samantha
Crystina
Katarina
Michael
Who are you?
We would like to get to know you a little better, so we have a couple questions for you:
What service center are you coming from?
How long have you been with Legacy Ent?
What's a fun fact about you? (Keep them HR appropriate)
Class Expectations
Classroom Norms
Agenda
What You’ll Do as a Digital Support Representative
Answer member calls and accurately verify account holder information
Navigate the Account IQ Tree within Symitar to locate key account details
Determine when to complete warm or cold transfers and route members to the appropriate department based on their needs
Guide and assist members with core Lumin Digital Banking features
Using Symitar as a Digital Support Representative
First, we’re going to take a deeper look into Symitar. You already have some basic exposure to navigating the system, but now we’re going to focus specifically on how Digital Support Representatives use Symitar in real time. Get logged into Symtrain and follow along with me as I show you how to... Verify members Research issues Review warnings or restrictions Spotting anything unsual
As DSRs, Symitar becomes one of your most important tools. Almost everything we do starts with Symitar.
Account Validation
Account validation is your quick safety check. Before you verify the member or take action, take a moment to confirm you’re in the right account and review any alerts or warnings. At this time we will...
Account Validation won’t pop up every time, but it’s important to review these tools whenever it does. You may see the pop‑up if the account has been accessed recently.
Access Symitar
Open a test account
Review RepGen
Check the last Digital Banking access date
Review recent inquiries
Review file maintenance activity
Inactive / Dormant Accounts
Inactive Account: A member has not initiated activity for 1 year
Dormant Account: A member has not initiated activity for 2 years
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
Select the tabs above to learn more about Power of Attorneys
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
A Power of Attorney is appointed by the Owner of the account.
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
Power of Attorney is a written legal document that allows someone else to act on the members’ behalf.
Power of Attorney
Responding to a POA
What is a POA?
Who appoints a POA?
POA becomes null when the Primary member passes away
Whenever POAs call in, You are to call Resource before moving forward. This is because POAs can have significant authority, which may include specific details outlined in their POA documents that Resource has access to view.
Member Verification
Pause for discussion after video plays
Next, let's see the beginning of a typical call you'll recieve as a Digital Support Representative. As you watch, think about what stands out.
Member Verification
So we just saw Sheila perform these steps:
Click here for some important reminders!
DSR Verification Standards
Accessing Account Standards
Verification Standards
Click here to see ways to ask for first verifer.
Member Scenario (Jordan)
In this next activity, you’ll watch Sheila interact with the member Jordan again. This time, you'll need to apply what you’ve learned to determine the most appropriate DSR response. Click Start to begin.
Start
Member Scenario (Jordan)
Once the video finishes, click here to reveal the question.
Lumin Member Experience
Lighting the Way Through Every Member Touchpoint
Now that we’ve seen how an individual opens an account here at Wings Credit Union, let’s take the next step in the member’s journey. Today, we’re going to walk through how the online banking registration process works. Starting with the very first login attempt and ending with full access to their account. This will help us understand what our members experience, and how Digital Support can guide them confidently every step of the way.
Dive into Lumin
Lumin Member Experience
Member Registration
Required Information for Member Registration
Members will need to enter their first and last name, Social Security number, date of birth, and account number. They’ll also need access to either an email address or a phone number for verification purposes.
Select the iorad logo to access the tutorial.
Lumin Member Experience
Log In Process
Go ahead and log in to Symtest. We’ll log in to a test account together as a class and go through the login process.
Select the iorad logo to access the tutorial.
Important Reminders
If no Call Center Password is on the account, we also take a moment to educate the member on how important it is after the member has been fully verified.
The member must verify their name before we proceed. And remember to read all comments and warnings on the account
Correct!
Watch the video below to see how it plays out.
Contiunue
Ways to request the first verifier
If there is a reminder available, please share the reminder.
Always start with "May I have your Call Center Password?"If the member doesn't have the Call Center Password Then ask "May I have your last 4 of your Social Security Number?"