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APG Federal Credit Union · 1 day ago

SR Member Service Generalist - Harford County

Bel Air, MD

Full-time

Onsite

Mid, Senior Level

$22.91/hr - $28.64/hr

4+ years exp

APG Federal Credit Union is seeking a Senior Member Service Generalist to build strong relationships with members and enhance their financial well-being. The role involves providing excellent member service, generating loan and deposit volume, and supervising branch staff to ensure a member-focused environment.

CreditFinanceFinancial Services

Responsibilities

Provide consistent, courteous and personal service to members

Develop strong member loyalty by interacting with members, anticipating their needs and offering credit union products and services, to include outbound calls to existing/prospective members to develop needs and solicit new business

Demonstrate the use of automated services to new and existing members in order to increase the percentage of members oriented to alternative channels

Open new accounts, service existing accounts and complete transactions such as deposits, withdrawals, loan payments and check cashing for members

Resolve account problems and address concerns of dissatisfied members within established guidelines

Perform routine maintenance on deposit accounts, certificates of deposit and individual retirement accounts

Perform all daily teller duties to include opening, closing and balancing of the branch accurately

Consistently deliver quality member service, leading by example for other branch staff

Observe all safety and security policies and procedures and act as a lead in the dual control process

Demonstrate sound decision making by exercising authority to make exceptions on check holds and overrides

Responsible for specific, measurable goals for shares, loans, payment protection, cross-selling and referrals based on credit union’s strategic plan

Offer products and services to our members to help them save time, make money as well as offer convenience and peace of mind

Generate business by conducting outbound calls to include system and self-generated leads

Protect members and the credit union by promoting payment protection

Proactively interview members and review debt held at other financial institutions for transfer to the credit union

Build rapport, use critical thinking and credit union philosophy of 'people helping people' to uncover additional lending needs through credit review

Compile necessary documentation, define requirements and determine accurate payment information for loans

Review loan denials for possible recommendation for approval

Courteously communicate denials to members and offer alternative solutions and financial education as appropriate

Evaluate branch loan pipeline and create proposals for follow up and missed opportunities

Proactively offer convenience channels to disburse loans

Maintain current member files for follow-up

Assist with membership calls as required for marketing of products, services and promotions

Generate ideas to enhance quality service, such as recommendation for workflow improvements and product innovation

Partner with branch management to support business development efforts such as open enrollments, visiting local businesses and staffing community events

Identify and communicate product or service related issues and/or improvements resulting in higher quality products or services

Maintain adherence to all credit union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity, as due course of business

Assist branch management to complete quality inspections such as branch audits, surprise cash audits, savings and loan quality and negotiable item audits

Assist in training new staff

Assist branch management with administrative and operational duties such as branch opening and closing, system overrides, challenging member inquiries, auditing, human resources and security challenges

Direct and supervise staff

Review monthly reports to assess staff performance in relation to branch goals

Train and coach staff in quality service delivery, member service, interdepartmental relationships and sales

Assist branch management with sales and operational meetings

Perform other related duties as required or directed

Must have a flexible schedule, be able to work Saturday hours and travel to other branch locations

Qualification

Sales experienceFinancial institution knowledgeCustomer service skillsSupervisory experienceProblem solvingMulti-taskingCommunication skillsTeamworkDetail oriented

Required

High School Diploma or equivalent with additional specialized training equivalent to two years of college

A minimum of four years of sales experience with financial institution products and services, including interviewing loan applicants, and meeting sales goals for deposit, credit and automated products

Six months supervisory experience

Knowledge of financial institution products and services

Skills in communications, customer service, human relations, on-line computers and business math

Ability to work independently and as part of a team and problem solve

Must be numbers and detail oriented

Ability to multi-task

Preferred

Continuing education preferred

Six months supervisory experience preferred

Benefits

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

Sick leave

Company

APG Federal Credit Union

APGFCU’s roots go back to 1938 when a group of local pioneers decided to address the savings and borrowing needs of the military families at the Aberdeen Proving Grounds.

Founded in 1938

Aberdeen, Maryland, USA

201-500 employees