Member Service Rep I

Apple Federal Credit Union•Manassas, VA

2d•$20 - $24

About The Position

Under general supervision and following 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 members’ questions about credit union services and processes transactions promptly and accurately. It requires professional, courteous communication and adherence to Apple FCU policies, procedures, and regulations, including those pertaining to the Bank Secrecy Act. The role also performs other member services and clerical duties assigned by the Branch Manager or Assistant Branch Manager. The representative provides information about basic loan and share products and existing accounts, processes deposits, withdrawals, transfers, loan payments, and mail transactions, and records member activity. The role incorporates Apple FCU’s service principles, identifies cross-selling opportunities, and refers members to appropriate products or services. Selected candidates are subject to credit and background checks to determine employment eligibility.

Requirements

At least 12 months of experience in a financial institution or cash handling.
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 in Symitar for posting teller transactions and making inquiries on deposit and loan accounts.
Ability to perform basic inquiries on loan applications in process.
Proficiency in 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 courteously and professionally in person, by mail, and by telephone.
Provide prompt, efficient, and accurate processing of deposits, withdrawals, account transfers, and other transactions.
Balance checks and cash against daily cash received vouchers.
Receive loan payments and checks or cash for deposit; verify amounts, examine checks for endorsement and negotiability, and enter information into the computer system.
Process mail transactions and reply to member correspondence using form letters regarding account transactions.
Provide basic information about loan and share products and existing accounts.
Contact members regarding deposit accounts, loan applications, and other products as directed by branch management.
Enter comments and record member activity in Synapsys MRM as needed.
Incorporate the Pillars of Member Service into daily work and provide friendly, professional service to internal and external members.
Stay current on and follow Apple FCU products, services, policies, and procedures, and meet internal training requirements.
Identify cross-selling opportunities, act on Potential Sales Opportunities (PSOs) presented in Synapsys, and refer members as appropriate.
Process member requests for share withdrawals.
Follow Apple FCU security policies, 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.