Account Services Representative III

American Heritage Credit Union•Philadelphia, PA

About The Position

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a Account Services Representative III. This position serves as subject matter expert in all areas of Account Services including but not limited to American Heritage Credit Union's deposit-based product and service offerings, member accounts, IRA administration, fiduciary accounts, etc. Engage with members/non-members through needs-based/consultative actions and assist members via remote, video-based experience.

Requirements

Three to five years of similar or related experience.
Work requires exceptional knowledge of, deposit products, electronic services, and specialty processes completed in Account Services.
Knowledge of interviewing skills and conversational techniques required.
Must have the ability to apply broader aspects of established practices to situations which go beyond clear, concise guidelines.
Work requires intermediate working knowledge of Word and Excel and advanced knowledge of Better Lobby, Data Verity, Meridian Link (XA) and Symitar.

Responsibilities

Serve as subject matter expert (SME) in the following areas: All American Heritage deposit-based products and services; Electronic/mobile offerings including but not limited to Online/Mobile Teller functionality, Bill Payer, Quick Pay, e-Pay, etc.; All Account Services processes which includes but is not limited to decedent accounts, IRA's, powers of attorney (POA's), trusts, fiduciary accounts, inheritance tax filing, garnishments, CP-2100 processing, etc.
Engage with members as their financial consultant/advisor using knowledge of the credit union's products/services to provide solutions to their perceived and unperceived needs.
Fulfill lead generation requests submitted via the customer relationship management (CRM) system, Better Lobby, etc.
Open new accounts, certificates of deposit, money market accounts, IRA's, club accounts, and sharedraft accounts; Complete necessary documentation for ACH and payroll deductions, and cross-sell products and services to meet member financial needs/goals.
Process requests for changes and maintenance to member accounts, check orders, debit card requests, etc.
Assist with and resolve complex/specialized account matters such as IRA corrections, decedent account processing, Trust/IRA offerings, etc.
Assist members in utilizing self-service technology (i.e.: PAT, Online/Mobile Teller, Bill Pay, etc.).
Utilize sales tracking systems, member data warehouse programs, and other tools/systems (i.e.: Data Verity, Better Lobby, etc.) to analyze members' engagement with the credit union and educate them in areas of low engagement.
Perform member transactions through a variety of channels which includes but is not limited to video, phone, mail, fax, etc.
Prepare/assist with report compilations.
Perform/assist with quality control duties with include but are not limited to new accounts, decedent accounts, POA's, etc.
Assist management with departmental quarterly SOP procedure review and submit corrections and recommendations as deemed fit.
Perform annual required minimum distribution (RMD) review; Manage and resolve member RMD correspondence as requests are received.
Effectively describe features and benefits of American Heritage products and services so members may realize how their financial goals can be met.
Interview loan applicants, process logs, and prepare loan applications using the automated loan approval system and distribute to loan officers for their approval.
DocuSign, mail, or fax applications and/or other pertinent account information to members and prospective members.
Gather background information on members through obtaining credit bureau reports and offering alternative cost saving financial solutions to members while enhancing relationships and providing ultimate member service.
Assure quality member service by enthusiastically acknowledging members and ensuring they are promptly and professionally assisted.
Complete all date of death figures for inheritance tax filing.
Provide assistance and backup to all Account Services positions and access all programs needed to assist the membership effectively.