Member Service Specialist

About the role

At APGFCU, our values guide everything we do, positioning us as leaders in the credit union movement. We focus on purpose and connection, serving our members, co-workers, and communities to navigate life's moments.

Responsibilities

• Develop new business through promoting Credit Union offerings to new and existing members.
• Generate new and increased loan volume.
• Uncover member needs through personal contact and cross-sell products, automated services, and other services to meet these needs.
• Assist Branch Management by making recommendations on refunding fees and charges to members.
• Perform a variety of savings and loan-related duties.
• Oversee the Indirect Lending Program.
• Ensure policies and procedures regarding the program are met.
• Meet established Credit Union goals such as loan servicing, member servicing, and growth of the Indirect Lending portfolio.
• Provide courteous and personal service to members, analyze member needs, and promote automated services.
• Open new accounts, make revisions to existing accounts, and complete transactions such as deposits, withdrawals, loan payments, and check cashing.
• Investigate member account problems and determine refunds within authority.
• Meet specific, measurable goals for shares, loans, credit life/disability insurance, cross-selling, and referrals based on the branch business plan.
• Acquire loan officer certification within 120 days of hire date.
• Retain loan officer certification by working up a minimum of four loans each month and meeting quality standards for lending.
• Work directly on all loans received from MFA to ensure accurate loan decisions and recommendations in compliance with Credit Union policies and procedures.
• Engage in quality control, making loan corrections, maintaining loan records, and submitting required reports to Credit Union management.
• Establish and supervise the preparation and maintenance of files, records, and reports necessary to the conduct of business; submit required reports to Credit Union management.
• Correct errors in member accounts, calculate penalties and dividends, and perform the quality control function to review savings activities as assigned.
• Maintain current member files for follow-up, identify members needing savings and/or loan products, and contact members by mail or phone.
• Avoid errors in member accounts, calculate penalties and dividends, and perform the quality control function to review savings activities as assigned.
• Recommend, establish, or change such products as payroll deduction, military allotment, and direct deposit based on the members' needs.
• Properly process transactions using all automated systems of the Credit Union.
• 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.
• May perform special projects pertaining to Indirect Lending as assigned, such as participate in training activities, assist with new product development, modification of existing product, product introduction, and other work as required.
• Perform other related duties as required or directed.

Qualifications

• Equivalent to High School education with additional broad specialized training equivalent to 2 years college.
• Experience can be credited in lieu of education.
• Experience: 2 to 3 years financial institution products and services, including interviewing loan applicants and making loan decisions (loan authority).
• Sales experience preferred but not required.
• Knowledge, Skills, and Abilities: knowledge of financial institution products and services especially consumer credit laws; skills in communications, customer service, human relations, on-line computers and business math; ability to work independently and as part of a team, problem solve and make decisions; must be numbers and detail oriented.

Compensation

$40,700.00 to $65,100.00. Compensation is based on experience and education. APGFCU provides comprehensive benefits such as medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave. 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, or protected veteran status. Please use the attached link to view the EEO law poster EEO Law Poster. For more information, visit: E-Verify Overview | E-Verify E-Verify Overview.