Member Service Operations Specialist

Summary:
Under the direction of the manager member service center, the member service operations specialist performs diverse administrative duties to support the credit union. Duties include completing audits of inbound and outbound calls, emails, web chats, facilitating training of new and current member service center representatives, and providing phone support to escalating members.

Essential Duties and Responsibilities:
Audit and Quality Assurance:
* Audits inbound phone calls and/or correspondence, including emails and web chats, observing performance, techniques, grammar and adherence to policy and procedures. Identifies adverse performance trends and patterns.
* Assist in performing membership audits. Track and document audit findings. Review findings with managers and VP remote services.
* Escalate discrepancies, or alarming patterns identified on deposit accounts to the security department for remedial action.
* Verify call center staff is provided with up to date information, current processes, and changes to procedures.
* Perform testing of new software to identify issues prior to member launch.

Training/Development/Mentorship:
* Facilitates training for new call center employee.
* Identifies training opportunities and provides input and assistance with the development of additional training or policy and procedure changes that may be required to enhance service experience.
* Provides coaching, advice and guidance based on audit finds, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
* Mentors newly hired representatives to ensure a smooth transition from learning environment to daily productions environment and may participate in providing formal training.
* Motivate and engage employees ensuring an atmosphere of open communications, efficient productivity and good employee and member relations.

General Duties and Administration:
* Provide call escalation support as needed to ensure positive member experience.
* Handle complex member inquiries experiencing challenges with credit union automation such as online banking enrollment, mobile deposit and secure form submission.
* Prepare daily, weekly and monthly operational reports.
* Perform maintenance service including account information changes, account closures, stop payment, check reorders, allotments, direct deposit, online banking/bill payer activation and support.
* Work with managers and other member service center staff in analyzing, writing, and amending procedures to ensure diversity of thought and accurate implementation of member service center procedures.
* Assist in conducting staff meetings and presentations to provide support and assistance in the day-to-day activities of the department, as well as participate in special projects as assigned by the VP remote services. * Partner with information technology department and management to create and/or amend workflow cases to streamline and improve processes.

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: High School Diploma or equivalent to a general education diploma; Some college education preferred. Experience can be credited in lieu of education.
Experience: Three to five years experience with a financial institution. Two years call center experience preferred.
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.
Knowledge, Skills, and Abilities: Knowledge of the features and benefits of financial institution products and services (to include mortgage products). Knowledge of consumer credit laws; skills in communications, customer service, human relations, on-line computers and business math; ability to work independently and as part of a team, problem solve and make decisions. Must be numbers and detail oriented.

Compensation information: Offers are based on experience and education.

$20.83 - 26.04 per hour

APGFCU provides comprehensive benefits such as: 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 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.