Member Service Associate 1
APL Federal Credit Union, Columbia, MD, United States
Job title
Member Service Associate
Reports to
Branch Manager
FLSA Status
Non-Exempt
Pay Grade
4
Job Summary
The
Member Service Associate
is responsible for presenting, explaining, and assisting prospective and current members with Credit Union products and services while resolving account-related problems. This position is responsible for Teller transactions, account maintenance, and loan processing.
Essential Duties
Act in accordance with the core values to assist in reaching APL Federal Credit Union's mission and vision. Provide exceptional customer service to current and prospective members. Inform Branch Manager and/or Assistant Branch Manager of complaints and/or problems with members. Cash checks and disburse funds after verifying identification and/or signatures and sufficiency of funds to support withdrawals. Process teller transaction for members including verifying currency, loan payments and advances, process money orders, bonds, quick change, official checks, and balancing cash drawers. Evaluate and suggest procedures to improve efficiency of the Branch as it pertains to Member Service operations. Adhere to credit union policies, operational controls, and regulatory procedures to ensure the safety and security of member and credit union assets. Prepare BSA reports for necessary transactions utilizing the appropriate system. Audit completed member and loan applications. ATM/CDM servicing and troubleshooting equipment. Train peers in practices and procedures needed to ensure they are fully competent in performing the Member Service role. Perform administrative tasks such as filing, answering telephones, branch balancing, process mail, and assist employees in other departments. Respond to member inquiries in person and online, regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, statement questions, and assisting members to make the most effective use of services offered. Ability to process a needs assessment to introduce and explain available Credit Union products and services to current and prospective members. Process consumer loan applications for members in person and electronically. Answer members' questions regarding rates and loan requirements. Review all loan applications for completeness and required documentation. Contact members for missing information. Input and process loans through provider software. Prepare checks, closing documents and funding loans while placing an emphasis on accuracy and payment protection. Open various types of accounts including savings, checking, IRA, Certificates of Deposit, and special accounts (such as Estate Accounts, Trust Accounts and Deceased Accounts). Distribute necessary literature. Provide information and assistance with telephone and online banking. Monitor online Message Center, research, process and respond to member inquiries/ requested transactions and services. Perform monetary transactions for members including deposits, withdrawals, loan payments, transfers and check cashing through use of Credit Union software and Cash Dispensing Machines (CDMs). Manage safe deposit box program. Coordinate documentation, set up, assign, maintain accurate records, and process closing of boxes. Troubleshoot and assist with coin machine. Cross-sell all Credit Union products and services as opportunities arise. Participate in Saturday rotation. Provide information on the Visa cards (credit and debit) and ATM programs. Order or print cards. Explain card management services. Compile and prepare reconciliation of all daily work. Process wires and ordering and buy back of foreign currency. Train new hires and current co-workers on new and existing policies and procedures. May be required to work at other branch locations as business needs warrant. Perform other duties as assigned.
Non-essential Duties
Search records to assist peers in locating and reconciling posting errors on member's accounts to verify accuracy of transactions. Provide overrides. Assist with performing audits on vault bait items and cash drawers. Open and close teller drawer, account for cash assigned, received, and disbursed. Accurately balance to teller terminal close report and remit daily work for disposition. Verify cash shipments from the Federal Reserve Bank. Perform monthly audits on CDMs. Qualifications
Education : High school diploma or GED required. Must be able to secure and maintain a Resident Producer Individual (RPI) License and Notary Public License.
Experience : One year of related experience in customer service or retail environment is required. Cash handling experience preferred.
Working conditions
Work is performed in an office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs. You will be expected to be available during weekends or after business hours as business dictates. May also be asked to work additional hours as needed to provide adequate coverage at any of our three branch locations.
Physical requirements
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.
While performing the duties of this job, the employee is regularly required to use hands and fingers, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.
The employee will need to lift box[es] and other supplies that may weigh in excess of 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Direct reports
N/A Competencies
Attention to detail
- strong focus on accuracy in transactions and record-keeping. Cash handling
- ability to handle cash with minimal errors. Proficiency in handling, counting, and verifying cash and other financial tools. Coach
- the ability to show and explain to others how to perform specific tasks; teach procedures, policies, and best practices clearly. Provide positive and constructive feedback in a supportive, timely and respectful manner. Communication skills
- the ability to deliver clear and concise verbal and written communication with members and peers. Change delivery of information based on audience. Confidentiality
- handles member and co-worker information with discretion. Conflict Resolution & De-Escalation
- ability to remain calm when a member is upset, confused, or frustrated while bringing a heighted situation to resolution. Actively listen, show empathy, and guide the conversation for positive results for the Member. Decision Making
- ability to act with confidence on one's own following appropriate policies and procedures while utilizing resources available to make decisions. Emotional Intelligence -
maintain self-awareness, self regulation, self motivation, social awareness/empathy, and relationship management. Flexibility and Adaptability
- ability to be flexible and adaptable to everyday changes and credit union needs. Can quickly shift gears to assist peers without hindering one's own responsibilities. Initiative -
ability to be a self-starter. Integrity and Trustworthiness
- high ethical standards and discretion in handling sensitive information. Only discuss member information on a needs to know basis with applicable team members and/or leadership. Math
- ability to perform basic calculations quickly and accurately. Member Service
- must interact with members in a professional and courteous manner, while maintaining composure in busy and stressful situations. Put the members first and strive for a positive experience with each interaction. Organized
- skilled at organizing oneself, workspace, and tasks. Problem Solver
- ability to address and resolve customer concerns or transaction discrepancies effectively using critical thinking skills. Product Promotion and Knowledge
- awareness of credit union products and services, with ability to identify and recommend appropriate solutions to customers. Professionalism -
represent the Credit Union values through appearance and behavior. Regulatory compliance and security -
ability to comply with credit union regulations and security. Reliability
- consistently showing up on time and being dependable for coworkers and members. Resourceful
- the ability to rely on resources available independently. Role Model
- the ability to demonstrate a standard of excellence and inspire others through one's actions and behaviors. Training
- the ability to tailor trainings according to individual learning styles. Technology Proficiency
- must understand teller systems, credit union software, and office equipment. Time Management
- ability to manage tasks efficiently in a fast-paced environment. Being able to move from one task to another in a quick manner.
Salary and Benefits
The hourly range for this position is
$19.98-$29.97 . In addition, APL Federal Credit Union provides employees with a generous benefits package that includes health, dental, vision, life insurance, company paid Short-Term and Long-Term Disability, a 401(k)-retirement plan with employer contribution, Pension Plan, paid vacation, paid holidays, and more!
APL Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Member Service Associate
Reports to
Branch Manager
FLSA Status
Non-Exempt
Pay Grade
4
Job Summary
The
Member Service Associate
is responsible for presenting, explaining, and assisting prospective and current members with Credit Union products and services while resolving account-related problems. This position is responsible for Teller transactions, account maintenance, and loan processing.
Essential Duties
Act in accordance with the core values to assist in reaching APL Federal Credit Union's mission and vision. Provide exceptional customer service to current and prospective members. Inform Branch Manager and/or Assistant Branch Manager of complaints and/or problems with members. Cash checks and disburse funds after verifying identification and/or signatures and sufficiency of funds to support withdrawals. Process teller transaction for members including verifying currency, loan payments and advances, process money orders, bonds, quick change, official checks, and balancing cash drawers. Evaluate and suggest procedures to improve efficiency of the Branch as it pertains to Member Service operations. Adhere to credit union policies, operational controls, and regulatory procedures to ensure the safety and security of member and credit union assets. Prepare BSA reports for necessary transactions utilizing the appropriate system. Audit completed member and loan applications. ATM/CDM servicing and troubleshooting equipment. Train peers in practices and procedures needed to ensure they are fully competent in performing the Member Service role. Perform administrative tasks such as filing, answering telephones, branch balancing, process mail, and assist employees in other departments. Respond to member inquiries in person and online, regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, statement questions, and assisting members to make the most effective use of services offered. Ability to process a needs assessment to introduce and explain available Credit Union products and services to current and prospective members. Process consumer loan applications for members in person and electronically. Answer members' questions regarding rates and loan requirements. Review all loan applications for completeness and required documentation. Contact members for missing information. Input and process loans through provider software. Prepare checks, closing documents and funding loans while placing an emphasis on accuracy and payment protection. Open various types of accounts including savings, checking, IRA, Certificates of Deposit, and special accounts (such as Estate Accounts, Trust Accounts and Deceased Accounts). Distribute necessary literature. Provide information and assistance with telephone and online banking. Monitor online Message Center, research, process and respond to member inquiries/ requested transactions and services. Perform monetary transactions for members including deposits, withdrawals, loan payments, transfers and check cashing through use of Credit Union software and Cash Dispensing Machines (CDMs). Manage safe deposit box program. Coordinate documentation, set up, assign, maintain accurate records, and process closing of boxes. Troubleshoot and assist with coin machine. Cross-sell all Credit Union products and services as opportunities arise. Participate in Saturday rotation. Provide information on the Visa cards (credit and debit) and ATM programs. Order or print cards. Explain card management services. Compile and prepare reconciliation of all daily work. Process wires and ordering and buy back of foreign currency. Train new hires and current co-workers on new and existing policies and procedures. May be required to work at other branch locations as business needs warrant. Perform other duties as assigned.
Non-essential Duties
Search records to assist peers in locating and reconciling posting errors on member's accounts to verify accuracy of transactions. Provide overrides. Assist with performing audits on vault bait items and cash drawers. Open and close teller drawer, account for cash assigned, received, and disbursed. Accurately balance to teller terminal close report and remit daily work for disposition. Verify cash shipments from the Federal Reserve Bank. Perform monthly audits on CDMs. Qualifications
Education : High school diploma or GED required. Must be able to secure and maintain a Resident Producer Individual (RPI) License and Notary Public License.
Experience : One year of related experience in customer service or retail environment is required. Cash handling experience preferred.
Working conditions
Work is performed in an office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs. You will be expected to be available during weekends or after business hours as business dictates. May also be asked to work additional hours as needed to provide adequate coverage at any of our three branch locations.
Physical requirements
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.
While performing the duties of this job, the employee is regularly required to use hands and fingers, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.
The employee will need to lift box[es] and other supplies that may weigh in excess of 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Direct reports
N/A Competencies
Attention to detail
- strong focus on accuracy in transactions and record-keeping. Cash handling
- ability to handle cash with minimal errors. Proficiency in handling, counting, and verifying cash and other financial tools. Coach
- the ability to show and explain to others how to perform specific tasks; teach procedures, policies, and best practices clearly. Provide positive and constructive feedback in a supportive, timely and respectful manner. Communication skills
- the ability to deliver clear and concise verbal and written communication with members and peers. Change delivery of information based on audience. Confidentiality
- handles member and co-worker information with discretion. Conflict Resolution & De-Escalation
- ability to remain calm when a member is upset, confused, or frustrated while bringing a heighted situation to resolution. Actively listen, show empathy, and guide the conversation for positive results for the Member. Decision Making
- ability to act with confidence on one's own following appropriate policies and procedures while utilizing resources available to make decisions. Emotional Intelligence -
maintain self-awareness, self regulation, self motivation, social awareness/empathy, and relationship management. Flexibility and Adaptability
- ability to be flexible and adaptable to everyday changes and credit union needs. Can quickly shift gears to assist peers without hindering one's own responsibilities. Initiative -
ability to be a self-starter. Integrity and Trustworthiness
- high ethical standards and discretion in handling sensitive information. Only discuss member information on a needs to know basis with applicable team members and/or leadership. Math
- ability to perform basic calculations quickly and accurately. Member Service
- must interact with members in a professional and courteous manner, while maintaining composure in busy and stressful situations. Put the members first and strive for a positive experience with each interaction. Organized
- skilled at organizing oneself, workspace, and tasks. Problem Solver
- ability to address and resolve customer concerns or transaction discrepancies effectively using critical thinking skills. Product Promotion and Knowledge
- awareness of credit union products and services, with ability to identify and recommend appropriate solutions to customers. Professionalism -
represent the Credit Union values through appearance and behavior. Regulatory compliance and security -
ability to comply with credit union regulations and security. Reliability
- consistently showing up on time and being dependable for coworkers and members. Resourceful
- the ability to rely on resources available independently. Role Model
- the ability to demonstrate a standard of excellence and inspire others through one's actions and behaviors. Training
- the ability to tailor trainings according to individual learning styles. Technology Proficiency
- must understand teller systems, credit union software, and office equipment. Time Management
- ability to manage tasks efficiently in a fast-paced environment. Being able to move from one task to another in a quick manner.
Salary and Benefits
The hourly range for this position is
$19.98-$29.97 . In addition, APL Federal Credit Union provides employees with a generous benefits package that includes health, dental, vision, life insurance, company paid Short-Term and Long-Term Disability, a 401(k)-retirement plan with employer contribution, Pension Plan, paid vacation, paid holidays, and more!
APL Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.