Deposit Services Rep III

Summary:

Under the direction of the manager deposit services, utilize credit union philosophy and strive to meet and exceed member’s needs in relation to back-office deposit services functions by performing diversified and complex duties related to depository, operations and specialized services as described below. Serve as a back up to deposit services representatives and bereavement specialist, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Remote Member Service: Provide courteous and expedient member service. Respond to member and front office inquiries pertaining to: account maintenance, research and deposit services including but not limited to domestic and international wire transfers, western union transfers, mobile deposit capture, online banking/bill pay stop payments, research and resolution, account information changes, cross account access, stop payments, closing accounts, dormant or inactive accounts and courtesy pay opt-in/opt out. Includes interaction with the members via USPS mail, email or telephone as necessary. Handle non-routine matters as necessary or refer to management. Assists with development of new services as needed.

Specialized Member Service: Demonstrating empathy and understanding when handling account inquires for deceased members. Resolve both financial and non-financial account discrepancies. Work with branch employees and other internal departments as necessary to provide support and or research for surviving member related to death claims. Receive Death Certificates and Letters of Administration and provide support to branch staff on Death Claims. Accept and process account transactions. Provide detailed and knowledgeable information to members on all Credit Union products and services. Receive insurance checks and process according to credit union procedures.

Operations Support: Supporting all functions in deposit services including processing domestic and international bank wires and western union requests; act as a back up to Bereavement Specialist and Deposit Services Representatives; process IRA and CD requests, Enter mail in deposits and loan payments into Credit Union software applications accurately and in adherence to credit union policies and regulations. Meet daily deadlines for processing Receive claim checks and process according to credit union procedures. Process tax levies and garnishments in compliance with government rules and regulations. Assists with Unclaimed Property process of research and attempted contact with the members.

Branch Support: Work with Branch personnel and other internal departments as necessary to provide support and or research for any related issues.

Quality Control: Maintain high quality control levels when reviewing and performing account transactions. Identify and communicate to Deposit Services Management, product or service related issues or improvements which could result in higher quality services for members or improved financial control for the Credit Union. Maintain adherence to all Credit Union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity, as due course of business.

Risk Mitigation: Use knowledge of fraud trends and red flags relating to Online and Mobile banking, Domestic and International Bank Wires, Dormant/Inactive accounts and remote transactions to prevent member and credit union losses.

General: Assist in the preparation and maintenance of files, records and reports necessary to conduct business and submit required reports to Credit Union management. Anticipate and/or investigate causes for inadequate results and take corrective action within limits of Credit Union corporate objectives. Able to travel to other branches when necessary. Ability to have a flexible schedule to meet member’s needs. Liaise with Member Solutions as needed. Demonstrate excellent oral and written communication skills to all members and coworkers. Maintain high level attention to detail abilities to ensure financial accuracy. Perform centralized other department functions as needed. Special projects as requested including testing of operating systems with any updated releases.

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 High School education with additional specialized training equivalent to two years of college. Experience can be credited in lieu of education.

Experience: Minimum five years financial institution experience with back office services including wire transfers, mobile and remote deposit capture, death claims, online banking, and IRA/CD processing require. Three years customer service experience.

Knowledge, Skills & Abilities: Knowledge of financial institution products, services, and operations, skills in communications, customer service, human relations, information systems, and business math. Ability to work independently and as part of a team, problem solve, and make decisions. Proficiency on personal computer with working knowledge of Microsoft Word and Microsoft Excel. Ability to meet deadlines and document details.

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.

Compensation information: Offers are based on experience and education.

$20.83 - $26.04 hourly

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.