Member Service Specialist - Remote Services

Summary

Under the direction of the Member Service Center Manager, develop new business through the promotion of Credit Union offerings to new and existing members. Be responsible for generating new and increased loan volume, uncovering member needs through personal contact, and cross‑selling products and automated services that align with the Credit Union’s goals. Assist Branch Management by recommending fee refunds and overseeing the Indirect Lending Program, ensuring all policies and procedures are met and that Credit Union goals for loan servicing, member servicing, and portfolio growth are achieved.

• Provide courteous and personal service to members.
• Analyze member needs, match product services, and promote automated services.
• Demonstrate the use of automated services to increase member orientation.
• Open new accounts, modify existing accounts, and complete transactions such as deposits, withdrawals, loan payments, and check cashing.
• Investigate member account problems and determine fee refunds within authority.
• Meet measurable branch goals for shares, loans, credit life/disability insurance, cross‑selling and referrals.
• Acquire and retain loan officer certification (minimum four loans per month and quality standards).
• Review all loan decisions and recommendations to ensure compliance with Credit Union policies.
• Maintain loan records, prepare reports, and submit required documentation to management.
• Initiate and perform quality control of savings activities.
• Correct errors in member accounts, calculate penalties and dividends, and perform notary services.
• Handle member account maintenance, including re‑ordering checks, changing account information, and processing electronic deposits.
• Maintain current member files, identify opportunities for savings and loan products, and conduct outreach via mail or phone.
• Generate ideas for service improvement and product innovation.
• Identify and communicate quality improvements and compliance issues to Credit Union Management.
• Assist with special projects related to Indirect Lending, such as training, new product development, and product modification.
• Perform additional duties as required and complete applicable training and compliance on federal regulations and APGFCU policies.
• Ensure completion of training on bank secrecy, information security, and other regulatory requirements.

• High School education plus two years of college or specialized training; experience may substitute for education.
• 2 to 3 years of experience in financial institution products and services, including loan applicant interviewing and decision-making.
• Knowledge of consumer credit laws and financial institution products.
• Communication, customer service, human relations, and business‑math skills.
• Ability to work independently and as part of a team, problem‑solve, and make decisions.
• Detail‑oriented and numerically proficient.

$18.94 - $23.67 per hour.

• Medical and dental (shared expense)
• Vision
• 401(k)
• Life and disability insurance
• Flexible spending account
• Employee assistance program
• Referral program
• Educational assistance
• Holidays, annual leave, and sick leave

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, or protected veteran status. Please use the attached link to view the EEO law poster: http://www
1.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 your request to the Human Resources Department and include 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.