Member Service Representative Call Center

Edgewood, MD
May 15, 2018
May 21, 2018
Customer Service
Full Time
APGFCU Your Community Credit Union! For over 80 years, APGFCU has shared our financial experience and provided valuable products and services to build stability and financial independence, one member at a time. We are looking for those who want to join this movement and become a part of a growing organization. We offer competitive pay and great benefits, which include pension, safe harbor 401(k) plan, tuition reimbursement, LTD, STD, flexible spending, medical, dental, vision and generous annual and sick leave to qualified individuals with remarkable customer service skills.SUMMARY:Under the directions of MSC Branch Manager, provide service assistance to members for all Credit Union products and services via telephone and mail correspondence. Recognize member's needs through personal contact and cross-selling of Credit Union products. Perform all designated functions within savings and loan related services.Telephone and Mail:Utilizing telephone servicing and mail correspondence skills provide courteous and personal assistance to members requests. Analyze the members' needs, match those needs to credit Union products and services and promote the benefits of those services. Discuss the use of automated services to new and existing members in support of member education. Open new accounts, perform corrections or revisions to existing accounts and complete applications for automated services and investment accounts.Member Service:Answer members questions; resolve both financial and non-financial account discrepancies. Accept and process account transactions, i. e.; deposits, withdrawals, transfers. Increase and promote loan account volumes by cross-selling loan products to existing and prospective members. Receive and respond to inquiries on VISA products, perform VISA line increase interviews. Respond to inquiries concerning mortgages, i. e.; types of mortgage loans, associated rates, financing methods. Handle account inquiries on delinquent accounts, in accordance with collection standards and procedures. Handle member inquiries concerning Payroll/Direct Deposit. Provide detailed and knowledgeable information to members on all Credit Union promotions and special account offerings. Provide live, on-line assistance to members for the education of automated systems, such as ABBY, Loan-Line, etc.Loan Service:Interview loan applicants, review loan histories, and recommend suitable loan products. Compile necessary documentation, define collateral requirements, determine monthly payment schedule, and process hypothecated loans and add-ons within acceptable review dates. Ensure accurate, sufficient information is obtained. Coordinate all other loan applications through Response 60 Branch for decisions. Process and disburse all approved loans and ensure denials are communicated in accordance with policy/procedures. Promote Credit Life and Disability insurance.Member Account Maintenance:Correct errors on members accounts; calculate penalties and dividends, when required. Maintain high quality control levels when reviewing or performing account functions. Reorder checks, update/change account information, open and close accounts, initiate stop payments, research and resolve member inquiries. Receive, verify and post all mail-in payments, deposits, withdrawals, and transfers, same day as received. Analyze research and resolve complex member account discrepancies including loan corrections, misapplied payments and dividend re-calculations. Determine method of correction and notify member.Quality Control:Identify and communicate to Credit Union Management, product or service related issues or improvements which could result in higher quality services for members or improved financial control for the Credit Union. Maintain adherence to all Credit Union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity, as due course of business.General:Demonstrate excellent oral and written communication skills to all members and coworkers. Maintain high level attention to detail abilities to ensure financial accuracy. Perform centralized service functions for members and other branches/departments such as: bank wires, commercial money orders, Credit Union Money Orders. Transcribe Aspen telephone requests and process its related account transactions. Perform other related duties as assigned or directed.QUALIFICATIONS:Education:Equivalent to High School education with additional broad specialized training equivalent to 2 years college. Experience can be credited in lieu of education.Experience:1 to 2 years financial savings and loan sales background; telephone customer service and interviewing experience.Knowledge, Skills, and Abilities:knowledge of savings and loan products and services; data entry, commercial math, customer service and excellent communication skills; ability to handle multiple tasks in a fast paced environment with attention to detail.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of the job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl.The employee must occasionally lift and/or move up to 50lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Mental Demands:The mental characteristics necessary to competently perform this job include the occasional need to be persuasive, use good judgment; and, the continuous need to use auditory perception, memory, and reasoning ability.APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status. Please use the attached link to view the EEO law poster eeoc. gov/employers/poster. cfmAPGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities. If you need a reasonable accommodation for any part of the employment process, please send an email to the Human Resources Departmentand let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address.