Job Description

Title: Member Service Representative II (PART TIME)

Grade 7H

Targeted Hiring Range: $17.39 - $21.74

Position Status \xe2\x80\x93 Full Time non-exempt (Hourly)

Reports To: May Reports to Branch Manager/Operations Manager

Purpose: The primary purpose of this position is to assist Atlanta Postal Credit Union to live out our Mission, \xe2\x80\x9cTo help our members achieve financial success by providing exceptional products and service.\xe2\x80\x9d

The Member Service Representative II (MSRII) proactively engages in providing quality-driven member services to existing and potential members of the Credit Union. This includes, but not limited to, engaging members in dialogue to ensure timely processing of payment and transfer services, open new accounts, ensuring that product recommendations are aligned with member needs, and build positive relationships with members and peers. Depending on their assignment, the MSRII from time to time may perform all or a portion of the tasks listed herein but all incumbents are expected to be proficient in each task over time.

Essential Duties and Responsibilities: Other duties may be assigned. * Deliver outstanding service to both internal and external members that is in alignment with our Service Promises:

• I promise to be mindful of your time with fast, efficient, courteous, and friendly service.
• I promise to demonstrate integrity in all my interactions.
• I promise to always treat you with dignity and respect.
• I promise to work with fellow employees throughout the credit union to ensure you receive the best possible products, service, and solutions.
• I promise to safeguard the security and confidential nature of your financial information.
• I promise to greet you with a smile and thank you for your business when your transaction is completed.
• I promise to deliver on our mission to help you achieve financial success by providing exceptional products and service.
• Provides service to members in a variety of settings including periodically being assigned to work at various APCU/CPCU locations due to long term absences, business needs, projects, or business continuity needs.
• May serve as a lead teller
• Processes a variety of member transactions including, but not limited to, visa payments, transfers, loan payments, deposits, U.S. Savings bond transactions, cash advances, etc.
• May occasionally be required to complete transactions on a teller line or process pending online memberships or share applications submitted through the credit unions digital channels.
• Completes a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns.
• Facilitates the ability for the member to speak with internal business partners for resolution of inquiries and concerns that can\xe2\x80\x99t be resolved by yourself.
• Completes member relationship-building assignments, such as follow up calls, pre-determined member contact intervals, incentive announcements, and acknowledgement of important dates (birthdays, anniversaries, etc.).
• Completes the opening of new member accounts and assist existing members with changes and updates on their accounts; Sets up share/loan allocations for accounts.
• Engages in needs-based dialogue with members to fully understand the member\xe2\x80\x99s financial needs.
• Recommends and positions credit union products and services that meet the member\xe2\x80\x99s needs.
• Based on member needs, makes referrals to internal partners for product delivery
• As required, completes outbound calls, and engages in member retention conversations.
• As assigned, receives inbound calls in a call center environment and provides member services in accordance with all guidance, processes, and procedures of the call center.
• Maintains up to date knowledge of all retail and account opening procedures; Follows all practices that have been put in place to mitigate fraudulent activity and unnecessary risks.
• Maintains up to date product knowledge; has a full understanding of the features and benefits of the products and services offered by the credit union.
• May be assigned to reactivate inactive or dormant accounts, engage in outbound audio or video calls to welcome new members to the credit union and engage in needs-based dialogue to suggest products or services based on the member\xe2\x80\x99s goals or segmentation.
• As needed or required, maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer.
• Complies with all aspects of BSA/AML and OFAC regulations as they relate to this position.
• Other duties as assigned.

Supervisory Responsibilities: No direct reports. If serving in a designated lead role, may manage day-to-day task through indirect reporting relationships or through a matrixed management approach and the ability to collaboratively interact with internal and external partners.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/pr ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED Education and/or Experience:

• Requires a level of knowledge normally gained with a high school diploma or equivalent
• 2 years transactional work experience in banking, financial services, or a credit union
• 10-Key calculator, typing and keying skills, and working knowledge of Microsoft Office software

PREFFERED Education and/or Experience:

• An Associate\xe2\x80\x99s degree in Business Management, Business Administration, or related field of study or 2 years of additional specific work experience in lieu of degree
• 2 years specific member facing work experience within a Credit Union
• Prior experience completing transactions in Symitar, and Meridian Link

Physical Job Requirements:

Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer and your continued employment are contingent upon acceptable results of a background and credit check, satisfactory proof of your right to work in the U.S.

APCU