Member Service Representative - Call Center

Position Overview

APGFCU – Your Community Credit Union! For over 80 years, APGFCU has delivered valuable financial products and services to build financial stability and independence, one member at a time. We are seeking a dedicated individual to provide service assistance for all credit union products and services via telephone and mail correspondence. Under the direction of the MSC Branch Manager, you will recognize members’ needs, cross-sell products, and ensure high-quality service across a range of account and loan functions.

Key Responsibilities

• Telephone and Mail: Provide courteous and personalized service via telephone and mail, analyze member needs, promote credit union products including automated services, and process applications.
• Member Service: Answer member inquiries, resolve account discrepancies, process deposits, withdrawals and transfers, promote loan products, and educate members on promotions and special offerings.
• Loan Service: Interview loan applicants, review histories, compile documentation, determine collateral and payment schedules, process and disburse approved loans, and promote Credit Life and Disability Insurance.
• Member Account Maintenance: Correct account errors, calculate penalties and dividends, update account information, process transactions, and resolve complex discrepancies.
• Quality Control: Identify and communicate improvements to enhance service quality and financial control while adhering to Credit Union policies and regulatory requirements.
• General: Demonstrate excellent communication skills, maintain attention to detail for financial accuracy, and perform centralized service functions including bank wires and money orders.
• Additional: Complete all applicable training and compliance on federal regulations and APGFCU policies (e.g., Bank Secrecy Act, Information Security).

Required Qualifications

• High School Education with additional specialized training equivalent to 2 years of college, or equivalent experience.
• 1 to 2 years of experience in financial savings and loan sales, with a background in telephone customer service and interviewing.
• Solid knowledge of savings and loan products, excellent customer service, data entry, commercial math, and communication skills; ability to multitask in a fast-paced environment.
• Capability to meet physical demands (e.g., sitting, occasional walking and lifting up to 50lbs) and mental demands (e.g., auditory perception, memory, reasoning) required in the role.

Benefits & Perks

• Compensation: $17.21 - $21.52 per hour; offers are based on experience and education.
• Medical and Dental (shared expense)
• Vision Coverage
• 401(k)
• Life and Disability Insurance
• Flexible Spending Account
• Employee Assistance Program and Referral Program
• Educational Assistance
• Holidays, Annual Leave, and Sick Leave