Member Services Support Specialist

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 Vice President of Branch Operations, this position is responsible for proactively coordinating assigned projects for Member Services. Provide research, training and assist with assessment of each project. Partner with Member Services leadership to recommend, monitor, refine, edit and communicate procedures and policies.

Member Services Administration
* Responsible for announcements and updates to the Member Services department.
* Assist in the handling of inbound member calls as needed.
* Responsible for cultivating and maintaining vendor relationships. Process annual vendor due diligence as needed as well as assist in the onboarding of new vendors to include due diligence, testing of systems and implementation roll out.
* Provide help desk support for Branch Operations and Remote Services.
* Provide support with online banking password resets and troubleshooting.
* Complete card activations and evaluate decline codes to support branch staff relay appropriate information to members.
* Provide management support regarding compliance questions associated with established procedures for more complex activities such as but not limited to check acceptance exceptions, death claims and power of attorney.
* Track incoming help desk calls to identify patterns and potential training gaps that may require development of training materials, procedures or job aids.
* Recommend changes to workflows based on help desk call analysis.
* Oversee administration of various software programs.
* Educate personnel on the importance and interpretation of policies and procedures.
* Monitor and track Member Services metrics for sales tracking and service levels.
* Act as point of contact for Security and Vice President during power failure of system challenges.
* Troubleshoot balancing issues for individual tellers and branch settlement as needed.
* Conduct cash flow analysis and recommend cash orders for manager submission and approval.
* Update, post and communicate weekly rate information.
* Travel to branches to assist with training.
* Coordinate annual/biannual refresher training for staff as needed.
* Administrate the sales tracking software to ensure accurate reporting, updates and incentive payments to Member Services staff.
* Provide consumer loan pipeline to executive management to assist with establishing monthly goals.

Project Support
* Initiate and participate in projects as assigned by Member Services leadership; this may include acting as the liaison between the project leader, vendor, and Member Services, completing required testing of process or supporting systems, developing supporting materials such as procedures and job aids, and communicating updates to Member Services leadership, which may incorporate on site or remote training.
* Identify and report obstacles, which hamper the scheduled progress of the assigned projects.
APGFCU Job Description
* Launch new projects based on needs analysis, taking lead role in coordinating efforts to include system updates and communicating impact to various departments.
* Assist with preparing business cases for relevant projects to include research and establish appropriate relationships with project vendor/s, as needed.
* Tracks assigned or initiated projects and provide updates to Member Services Support Supervisor to ensure implementation is meeting established deadlines.
* Participate in other department project teams; researching, providing expert opinion on items affecting Member Services.

Quality
* Review data and prepare reports for performance quality ratings for Member Services. Identify and report trends.
* Routinely write, review, edit, and update Member Services procedures; edit as necessary. Partner with Professional Development and other departments within the credit union to keep information accurate, current and ensure diversity of thought. Work with I.T. department to create and/or amend workflow cases.
* Assist with the dissemination of policies, procedures and work flow cases and ensure that deviations from policy and or procedure are immediately documented, analyzed and corrected.
* Ensure timely completion, documentation and reporting of any variances for all assigned audits. Follow up to ensure all corrections and documentation secured from audit violations.
* Prepare monthly reports for review by Member Services leadership.
* Identify and track deficiencies; providing suggested improvement for procedures or processes.
* Review fee refund and change command reports for employee coded accounts to ensure proper procedure and/or authorized parties completed activities on account.

Other Duties
* Perform other duties as assigned.

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: Associates degree in business administration or related field or equivalent job experience. Bachelor's degree in related field is a plus.

EXPERIENCE: Minimum of five years of experience with member service, compliance, procedures, and process improvement. Notary experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES: As part of the notary program, the Branch Support Specialists must be able to obtain and maintain an active notary license. Knowledge of financial institution operations; requires excellent oral and written communication skills, human relations, technical, analytical and organizational skills.

PHYSICAL DEMAND: 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.