Member & Loan Services Rep

About the Role

As a Member & Loan Service Representative (M&LSR), you will be responsible for effectively servicing and providing exceptional service to our APCI Federal Credit Union (FCU) members in person, by phone, mail, online, email, and through various digital communication channels. You will support routine Teller transactional, operational, and member service tasks aligned with the strategic initiatives of the Credit Union, APCI Federal Credit Union (APCI FCU), NCUA, Air Products and Chemicals, Inc., and other relevant policies, procedures, and regulatory requirements.

APCI FCU's mission is to:

• Provide our members with innovative financial products and services for all stages of life.
• Serve our members in a financially sound and competitive manner.
• Educate our members in making informed financial decisions.

The M&LSR is part of the APCI FCU's Member Services Team, reporting to the Manager of Member Services. This role involves developing and maintaining positive member relationships, promoting APCI FCU's share and loan products, balancing daily transactions, verifying cash and check totals, and managing risk through operational integrity and compliance with regulations, policies, and audit procedures.

APCI FCU serves Air Products and Chemicals, Inc., contractors, Versum Materials, Select Employer Groups, and their immediate family members. Services include mobile banking, remote deposit capture, vehicle loans, refinance mortgage loans, personal loans, MasterCard, savings, checking, money market accounts, certificates, and IRAs. Loan amounts range from $500 to $1,200,000, and member deposits range from $5 to over $1,000,000. While based in Allentown, PA, members span all 50 U.S. states and a small international contingent, with concentrations in Pennsylvania, Texas, California, Arizona, and Louisiana.

Responsibilities

• Develop and demonstrate a comprehensive understanding of APCI FCU products and services, explaining them clearly to current or potential members.
• Represent APCI FCU courteously and professionally, supporting its mission and reputation.
• Open, modify, and close deposit products such as savings, checking, money market accounts, share certificates, and IRAs.
• Process Traditional and Roth IRA requests, including contributions, distributions, and transfers.
• Perform financial transactions, including deposits, withdrawals, loan payments, and issuing cashier's checks.
• Balance cash drawers, complete end-of-day reports, and resolve out-of-balance conditions.
• Understand loan application origination and servicing, including explaining compound interest and loan amortization schedules.
• Maintain confidentiality of members' sensitive information.
• Assist with lending and marketing activities to support loan and membership growth.
• Understand and comply with regulatory requirements such as USA PATRIOT Act, BSA/OFAC, and Reg. DD (Truth-In-Savings).
• Perform other duties and projects as assigned by leadership.
• Create an inclusive and professional environment where all team members are respected, and diversity is valued.
• Participate in meetings and share ideas to support the credit union's strategic initiatives.
• Occasionally travel to participate in membership events off the physical premises.

Requirements

• A high school diploma or GED is required.
• Associate's degree in business or finance is preferred but not required.
• 3 years of loan services or financial institution experience is preferred but not required.
• Credit union experience is preferred but not required.
• Strong organizational skills, attention to detail, and excellent time management.
• Strong customer (member) service skills with the ability to deliver friendly, prompt, and knowledgeable service while ensuring confidentiality.
• Strong written and verbal communication skills, with intermediate proficiency in Word and Excel.
• Ability to multitask, work independently, and as part of the Member Services Team.

Benefits

• Affordable medical, dental, and vision insurance (effective day 1 of employment).
• 401k with 100% vested company core and match.
• Paid vacation, holidays, and sick time.
• Paid parental leave (up to 8 weeks).
• Backup child and adult care benefit.
• Adoption assistance.
• Flexible spending accounts (medical, dependent daycare).
• Life insurance (AD&D paid by Air Products) and supplemental AD&D.
• Legal plan and identity theft coverage.
• Employee Assistance Program (EAP).
• Many more supplemental benefits available.