Account Services Representative III

About the Role

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a Account Services Representative III. This position serves as subject matter expert in all areas of Account Services including but not limited to American Heritage Credit Union's deposit-based product and service offerings, member accounts, IRA administration, fiduciary accounts, etc. Engage with members/non-members through needs-based/consultative actions and assist members via remote, video-based experience.

Responsibilities

• Serve as subject matter expert (SME) in the following areas: All American Heritage deposit-based products and services; Electronic/mobile offerings including but not limited to Online/Mobile Teller functionality, Bill Payer, Quick Pay, e-Pay, etc.; All Account Services processes which includes but is not limited to decedent accounts, IRA's, powers of attorney (POA's), trusts, fiduciary accounts, inheritance tax filing, garnishments, CP-2100 processing, etc.
• Engage with members as their financial consultant/advisor using knowledge of the credit union's products/services to provide solutions to their perceived and unperceived needs.
• Fulfill lead generation requests submitted via the customer relationship management (CRM) system, Better Lobby, etc.
• Open new accounts, certificates of deposit, money market accounts, IRA's, club accounts, and sharedraft accounts; Complete necessary documentation for ACH and payroll deductions, and cross-sell products and services to meet member financial needs/goals.
• Process requests for changes and maintenance to member accounts, check orders, debit card requests, etc.
• Assist with and resolve complex/specialized account matters such as IRA corrections, decedent account processing, Trust/IRA offerings, etc.
• Assist members in utilizing self-service technology (i.e.: PAT, Online/Mobile Teller, Bill Pay, etc.).
• Utilize sales tracking systems, member data warehouse programs, and other tools/systems (i.e.: Data Verity, Better Lobby, etc.) to analyze members' engagement with the credit union and educate them in areas of low engagement.
• Perform member transactions through a variety of channels which includes but is not limited to video, phone, mail, fax, etc.
• Prepare/assist with report compilations.
• Perform/assist with quality control duties which include but are not limited to new accounts, decedent accounts, POA's, etc.
• Assist management with departmental quarterly SOP procedure review and submit corrections and recommendations as deemed fit.
• Perform annual required minimum distribution (RMD) review; Manage and resolve member RMD correspondence as requests are received.
• Effectively describe features and benefits of American Heritage products and services so members may realize how their financial goals can be met.
• Interview loan applicants, process logs, and prepare loan applications using the automated loan approval system and distribute to loan officers for their approval.
• DocuSign, mail, or fax applications and/or other pertinent account information to members and prospective members.
• Gather background information on members through obtaining credit bureau reports and offering alternative cost saving financial solutions to members while enhancing relationships and providing ultimate member service.
• Assure quality member service by enthusiastically acknowledging members and ensuring they are promptly and professionally assisted.
• Complete all date of death figures for inheritance tax filing.
• Provide assistance and backup to all Account Services positions and access all programs needed to assist the membership effectively.

Qualifications

• Three to five years of similar or related experience.
• Work requires exceptional knowledge of deposit products, electronic services, and specialty processes completed in Account Services.
• Knowledge of interviewing skills and conversational techniques required.
• Must have the ability to apply broader aspects of established practices to situations which go beyond clear, concise guidelines.
• Work requires intermediate working knowledge of Word and Excel and advanced knowledge of Better Lobby, Data Verity, Meridian Link (XA) and Symitar.

Benefits

• Competitive salary commensurate with experience
• Paid time off
• Health benefits
• 401(k) with a generous company match
• Future growth opportunities within the company