Member Service Specialist - Call Center

SUMMARY:
Under the direction of the Member Service Center Manager, develop new business through the
promotion of Credit Union offerings to new and existing members. Be responsible for generating
new and increased loan volume. Uncover member needs through personal contact and cross-sell
products, automated services and other services to meet these member needs as outlined in
established Credit Union goals. Also, assist Branch Management by making recommendations
on refunding fees and charges to members. Perform a variety of savings related services and loan
related duties. Oversee our Indirect Lending Program. Perform a variety of loan related duties.
Ensure that the 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Member Service: Provide courteous and personal service to members. Analyze member
needs, match product services to needs, and promote automated services. Demonstrate the
use of automated services to new and existing members in order to increase the percentage
of members oriented to automated services. Open new accounts, make revisions to
existing accounts, and complete transactions such as deposits, withdrawals, loan
payments, and check cashing for the members as appropriate. Investigate member account
problems and make determinations on refunding fees and charges, within authority, as
warranted by the circumstances. Meet specific, measurable goals for shares, loans, credit
life/disability insurance, cross-selling and referrals based on the branch business plan.

Loan Service, Decisions and Support: Acquire loan officer certification within 120
days of hire date. Retain loan officer certification by meeting standards, which require
working up a minimum of four (4) loans each month and meeting quality standards for
lending. Work directly on all loans received from MFA to ensure that accurate loan
decisions and recommendations are made in compliance with Credit Union policies and
procedures. Engage in quality control, making loan corrections, maintaining loan
records, such as notes and security instruments and reports. Establishes and supervises
the preparation and maintenance of files, records and reports necessary to the conduct of
business; submits required reports to Credit Union management. Anticipate and/or
investigate causes for inadequate results and take corrective action within limits of Credit
Union corporate objectives.

Member Account Maintenance: Correct errors in member accounts, calculate penalties
and dividends. Perform the quality control function to review savings activities as
assigned. Re-order checks, change account information, order membership cards,
perform notary public functions, clear transferring military and civilian members, close
accounts, initiate stop payments, and order copies of members' records, as required.
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.

Membership Development: Maintain current member files for follow-up. Identify
members who need savings and/or loan products and services, and contact members by
mail or phone. Assist with membership calls as required for marketing of products and
services and any other marketing promotions. Generate ideas to improve service, such as
recommendation for workflow improvements and products innovation.

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.

Projects: 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.

Other General: Perform other related duties as required or directed.

Additional: Responsible for completion of applicable training and compliance on federal
regulations and APGFCU policies and procedures as related to the duties of this position
(Bank Secrecy Act, Information Security as examples, if applicable).

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: 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 information: Offers are based on experience and education.

$18.94 - $23.67 per hour

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 to Protected Veteran status. Please use the attached link to view the EEO law poster http://www1.eeoc.gov/employers/poster.cfm

APGFCU 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 to the Human Resources Department and 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.