Senior Member Service Generalist (Cecil County)

APGFCU – Your Community Credit Union! For over 80 years, APGFCU has shared our financial experience and provided valuable products and services to build stability and financial independence, one member at a time.  We are looking for those who want to join this movement and become a part of a growing organization.  We offer competitive pay and great benefits.

Summary:

Under the direction of the Branch Manager, initiate and build strong relationships with new and existing members by generating loan and deposit volume.  Utilize credit union philosophy, uncover member needs and customize recommendations to improve financial well-being. Perform savings and loan maintenance for members. Assist Branch Management in developing a strong member focus among staff through coaching conversations. Supervise branch staff and coordinate daily workflow.

Essential Duties and Responsibilities: 

Member Service:

• Provide courteous, personal and professional service to members.
• Develop strong member loyalty by interacting with members, anticipating their needs and offering credit union products and services, to include outbound calls to existing/prospective members to develop needs and solicit new business.
• Promote the use of automation by personally demonstrating use of automated services to members.
• Open new accounts, service existing accounts and complete transactions such as deposits, withdrawals, loan payments, and check cashing for members.
• Resolve account problems and make service recovery decisions within established guidelines.

Sales Goals:

Responsible for specific, measurable goals for shares, loans, credit life/disability payment protection, cross-selling and referrals based on credit union’s strategic plan.

Loan Service:

• Increase loan volume by cross-selling loan products to existing and prospective members to meet established goals.
• Protect members and the credit union by promoting credit life and disability payment protection.
• Proactively interview members and review debt held at other financial institutions for transfer to the credit union.
• Build rapport, use critical thinking and credit union philosophy of "people helping people” to uncover additional lending needs through credit review.
• Compile necessary documentation, define collateral requirements and determine accurate payment information for loans.
• Review loan denials for possible recommendation for approval.
• Courteously communicate denials to members and offer alternative solutions and counseling as appropriate.
• Evaluate branch loan pipeline and create proposals for follow up and missed opportunities.

Member Account Maintenance:

• Perform routine maintenance on deposit accounts, certificates of deposit and individual retirement accounts.
• Offer products and services to our members to help them save time, make money as well as offer convenience and peace of mind.
• Complete automated processing and documentation accurately.

Membership Development:

• Maintain current member files for follow-up.
• Identify members who will benefit from our savings and/or loan products and services and contact members by mail or phone.
• Assist with membership calls as required for marketing of products and services and any other promotions.
• Generate ideas to enhance quality service, such as recommendation for workflow improvements and product innovation.
• Partner with Branch Management to support business development efforts such as open enrollments, visiting local businesses and staffing community events.

Quality Control:

• Identify and communicate product or service related issues and/or improvements resulting in higher quality products or services Maintain adherence to all credit union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity, as due course of business.
• Assist Branch Management to complete quality inspections such as branch audits, surprise cash audits, savings and loan quality and negotiable item audits.

Teller Services:

• Assist in training new teller staff.
• Perform all daily teller duties to include opening and closing and balancing of the branch accurately.
• Consistently deliver quality Member Service and be role model for all tellers.
• Observe all safety and security policies and procedures and act as a lead in the dual control process such as vault, ATM and cash dispenser settlement.
• Demonstrate sound decision making by exercising authority to make exceptions on check holds and overrides.

Leadership:

• Assist Branch Manager with administrative and operational duties such as time sheets, branch opening and closing, system overrides, challenging member inquiries, auditing, human resource and security challenges..
• Direct and supervise Member Service staff.
• Review monthly reports to assess staff performance in relation to branch goals.
• Train and coach staff in quality service delivery, Member Service, interdepartmental relationships and sales.
• Provide feedback to Branch Manager for performance evaluations, coaching opportunities and potential disciplinary action for branch staff.
• Direct overall Member Service and Teller activities in the absence of Branch Management.
• Develop and lead with a philosophy focusing on honest, open communication, individual productivity and strong member focus.
• Assist Branch Management with sales and operational meetings.

ADDITIONAL: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

Qualifications:

Education: Equivalent to a High School diploma with additional specialized training equivalent to two years of college. Experience can be credited in lieu of education. Continuing education preferred.

Experience: A minimum of four years of sales experience with financial institution products and services, including interviewing loan applicants, and meeting sales goals for deposit, credit and automated products preferred. Six months supervisory experience preferred.

Knowledge, Skills, and Abilities: Knowledge of financial institution products, services and operations; excellent skills in communications, customer service, human relations, information systems and sales; ability to help develop and implement business/sales plan; very strong member/customer orientation; ability to work independently and as part of a team, solve challenges and make decisions; demonstrate flexibility and eagerness to learn and embrace challenge.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear.  The employee frequently is required to reach with hands and arms.  The employee is frequently required to sit, stoop, kneel, or crouch.  The employee must frequently lift and/or move up to 25 pounds, and be capable of transporting related supplies and equipment.  Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status. Please use the attached link to view the EEO law poster http://www1.eeoc.gov/employers/poster.cfm

APGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities.  If you need a reasonable accommodation for any part of the employment process, please send to the Human Resources Department and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address.