Member Service Center Specialist I

Apple Federal Credit Union
Fairfax, VA
Oct 13, 2017
Oct 16, 2017
Accountant, IT
Full Time
Job Duties: Under general supervision, but following established policies and procedures, assists members via telephone on matters pertaining to their accounts, including balance inquiries, transfer of funds and consumer loan applications. Responsible for compiling and processing loan data. Inputs data using PC. Answers questions concerning services provided by the credit union from members and staff. Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous, professional manner. Responsibilities: Represents the credit union to the member by telephone in a courteous, professional manner. Provides prompt, efficient and accurate service in the processing of all transactions, such as withdrawals, transfer of funds, requests for account information, etc. Provides information to members via telephone on loan options, rates, terms and collateral requirements. Informs members of necessary information required to complete loan applications. Completes loan requests by telephone and prepares for review by Loan Officer. Prepares loan documentation for approved loans in accordance with established procedures. Processes approved loans, reviews documentation, inputs information. Performs a variety of loan support duties which require knowledge of such departmental procedures as calculating cash disbursed figures and debt ratios, verifying payroll deduction forms, processing loan payment change forms and issuing loans as directed by Team Leader. Receives and handles all calls regarding member accounts. Provides accurate information to members regarding credit union services, products, policies and procedures. Advises members of federal regulations applicable to these policies and procedures. Resolves member complaints and corrects errors. Opens new accounts, explaining options, such as single and joint ownership for savings and checking, gathers required information, and prepares necessary paperwork for members to process new account. Researches and investigates member inquiries. Maintains and updates member records as required. Cross-sells credit union products and services to members. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Perform other administrative and telephone processing duties as assigned by the Team Leader or the Director of Call Center Operations. Qualifications-all required unless otherwise noted: High school diploma or equivalent (GED). Minimum two years financial institution experience preferred. Previous teller, lending, or member/customer service experience preferred. Strong service orientation required. Excellent interpersonal communication skills as well as analytical and problem solving skills. Ability to learn and cross-sell credit union products and services. Extensive telephone contact. Attention to detail. Previous telephone sales/service experience preferred. PC proficient including Microsoft Word/Windows. Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Satisfactory credit and background. Hours: Monday A cents € " Friday, 9:30 am A cents € " 6:00 pm Saturday (twice a month), 9:00 am A cents € " 12:00 pm

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