Member Service Specialist

APGFCU•Edgewood, MD

7d•$40,700 - $65,100

About The Position

The Member Service Specialist develops new business by promoting Credit Union offerings to new and existing members, generating new and increased loan volume, identifying member needs, and recommending products and services. Under the direction of the Member Service Center Manager, the specialist provides savings-related services and loan support, oversees the Indirect Lending Program, and helps ensure program policies and procedures are followed. The role supports goals for loan servicing, member service, and growth of the Indirect Lending portfolio. The specialist provides personal member service, opens and updates accounts, processes transactions, investigates account problems, and makes fee-refund determinations within their authority. They work on loan decisions and recommendations, maintain loan records, perform quality control, and help manage member account maintenance and membership-development activities. The position also supports marketing, service improvements, assigned projects, and applicable regulatory and policy training.

Requirements

Education equivalent to high school plus broad specialized training equivalent to two years of college; experience may be credited in lieu of education.
Two to three years of experience with financial institution products and services, including interviewing loan applicants and making loan decisions under loan authority.
Knowledge of financial institution products and services, especially consumer credit laws.
Communication, customer service, human relations, online computer, and business mathematics skills.
Ability to work independently and as part of a team, solve problems, and make decisions.
Must be numbers- and detail-oriented.
Obtain loan officer certification within 120 days of hire and meet ongoing certification standards, including working up at least four loans per month and meeting lending quality standards.

Nice To Haves

Sales experience is preferred but not required.

Responsibilities

Provide courteous, personal service; identify member needs and recommend products, services, and automated banking options.
Open new accounts, revise existing accounts, and process deposits, withdrawals, loan payments, check cashing, and other member transactions.
Investigate account problems and determine whether fees or charges should be refunded within authorized limits.
Meet goals for shares, loans, credit life/disability insurance, cross-selling, and referrals.
Obtain loan officer certification within 120 days of hire and maintain it by working up at least four loans monthly and meeting lending quality standards.
Review loans received from MFA and make accurate loan decisions and recommendations in compliance with Credit Union policies and procedures.
Perform loan quality control and corrections; maintain loan records, notes, security instruments, reports, files, and related documentation.
Submit required reports, investigate inadequate results, and take corrective action within Credit Union objectives.
Maintain member accounts by correcting errors, calculating penalties and dividends, reviewing assigned savings activities, and performing related account services.
Re-order checks; update account information; order membership cards and records; perform notary functions; close accounts; initiate stop payments; and clear transferring military and civilian members.
Recommend or change payroll deductions, military allotments, direct deposits, and other products based on member needs.
Maintain member files for follow-up and contact members about savings or loan products and services by mail or phone.
Assist with membership calls and marketing promotions; suggest workflow improvements and product innovations.
Identify and communicate product or service issues and improvements to Credit Union Management.
Follow Credit Union policies, procedures, and regulatory requirements while providing professional service and maintaining financial integrity.
Complete assigned Indirect Lending projects, which may include training, product development or modification, and product introduction.
Complete applicable training and compliance requirements for federal regulations and APGFCU policies and procedures.
Perform other related duties as required or directed.