Administrative Support Specialist

APGFCU•Edgewood, MD

1d•$35,400 - $56,600•Hybrid

About The Position

Reporting to a Contact Center Manager, this role serves as the first point of contact for board members, vendors, and visitors while providing administrative and operational support to the contact center team while supporting key clerical and member service functions. This role plays a critical role in delivering a seamless member experience by ensuring efficient front office operations and supporting timely fulfillment of member requests across multiple service channels.

Requirements

High School diploma or equivalent.
Working with document management/archiving systems and member account platforms.
Knowledge of general clerical duties.
Professional telephone manners required.
Must be self-motivated.
Typing skills required.
Knowledge of financial institution procedures, basic principles of debits and credits, and commercial mathematics.
Knowledge of personal computers, software applications, and business office equipment.
Requires good interpersonal and interaction skills, and organization and oral communication skills; must have the ability to work as part of a team and handle multi-tasked, fast-paced environment.

Responsibilities

Accurately process routine transactions and administrative requests to ensure timely and compliant member service delivery including: Check orders, AARP membership payments, Courtesy pay requests (scanning into archiving system and adding member courtesy pay preference to the system of record), Verifications of deposit (rental, assisted living, long term care).
Supports supply management for the contact center, including ordering and maintaining office and stationery inventory.
Ensure the lobby and reception area are clean, organized, and compliant with branding and communication standards.
Provide administrative support to the contact center team, including: Accessing the credit union archiving system for member requested documents (statements, check copies, tax documents) made via phone, email, video conferencing or chat and mailing requested documents to members.
Ensure timely and secure distribution of incoming member correspondence and outgoing member requests for cashier’s checks to support operational efficiency and responsiveness.
Utilize internal systems to retrieve, update, and manage member information and documentation.
As needed, provide coverage for the Operations receptionist desk to ensure a professional and welcoming experience for board members, vendors, and visitors.
Adhere to all applicable federal regulations and internal policies including: Information Security and data privacy standards, Bank Secrecy Act (BSA).
Maintain confidentiality of member and organization information at all times.
Complete all required training and ensure ongoing compliance with organizational standards.
Perform other related duties and special projects assigned to support the needs of the business.