Member Service Rep I

Apple Federal Credit Union•Manassas, VA

About The Position

Under general supervision and in accordance with established policies and procedures, the Member Service Rep I performs a broad range of member service activities in person, by mail, and by telephone. The role answers questions about credit union services and efficiently processes transactions while representing Apple Federal Credit Union in a courteous and professional manner. The position follows the credit union’s policies and procedures, including regulations pertaining to the Bank Secrecy Act, and performs other member services and clerical duties assigned by the Branch Manager or Assistant Branch Manager. The role serves members through accurate transaction processing, account support, correspondence, and referrals. It incorporates Apple FCU’s Pillars of Member Service and The Apple Way principles: Team Up, Serve with Purpose, Challenge Yourself, and Own It. Employees are expected to stay current on products, services, policies, and procedures and complete internal training requirements.

Requirements

At least 12 months of financial institution or cash handling experience.
High school diploma or equivalent (GED).
Excellent interpersonal and member/customer service skills.
Excellent oral and written communication skills.
Ability to learn and cross-sell credit union products and services.
Excellent math ability and attention to detail.
Proficiency with Symitar for posting teller transactions and making inquiries on deposit and loan accounts.
Ability to perform basic inquiries on loan applications in process.
Proficiency with Synapsys MRM to act on PSOs, create and enter events, and retrieve and read My Sales reports.
PC proficiency.
Ability to lift 25 pounds and use standard office equipment.
Ability to function in a financial institution environment.

Responsibilities

Represent the credit union to members in person, by mail, and by telephone in a courteous, professional manner.
Provide prompt, efficient, and accurate processing of deposits, withdrawals, account transfers, and other transactions.
Balance checks and cash to daily cash received vouchers.
Receive loan payments and deposits, verify amounts, examine checks for endorsement and negotiability, and enter information into the computer system.
Process mail transactions and respond to member correspondence by form letter regarding account transactions.
Provide basic information about loan and share products and existing accounts.
Under branch management direction, contact members regarding deposit accounts, loan applications, and other products as assigned.
Enter comments and record member activity in Synapsys MRM as needed.
Incorporate the Pillars of Member Service into daily activities, providing friendly and professional service to internal and external members.
Stay current on and follow Apple FCU products, services, policies, and procedures; complete required internal training.
Identify cross-selling opportunities, act on Potential Sales Opportunities (PSOs) in Synapsys, and refer members accordingly.
Process member requests for share withdrawals.
Follow the Apple FCU Security Policy, CTR and SAR reporting requirements, and negotiable items procedures; refer questionable transactions to the immediate supervisor.
Perform other member services and clerical duties as assigned by the Branch Manager or Assistant Branch Manager.