Organization Conformance Statement: In the performance of their respective duties and responsibilities all employees are expected to conform to the following:
- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and management.
- Perform quality work within deadlines with or without direct supervision.
- Interact professionally with other departments, employees, customers, members, and management.
- Work effectively as a team contributor on all assignments and have general knowledge of Police Federal Credit Union’s operations and services.
Position Purpose: Responsible for driving the adoption and member experience of digital self-service and communication channels to enhance convenience and desirability for Police Federal Credit Union Members. Monitor the performance of the credit union's digital channels to include but not limited to the following: Online Banking, Mobile Banking, ACH Funds Movement Services, Web Bill Pay, Mobile Check Deposit, Debit and Credit Cards, Person to Person Contact, Email and Phone, Video Conferencing, and Other Services.
Provide account information as well as information on the full range of credit union products and services. Open accounts for members, resolve issues, and professionally handle the member's daily needs.
Perform a wide range of transactional duties to serve members by receiving or paying out funds with a high degree of accuracy, integrity, and honesty. Maintain accurate transactional records. Provide a variety of member savings, share draft/checking, and credit account transactions, as well as various member services.
Essential Duties and Responsibilities: The following are the essential duties and responsibilities of the position:
- Actively and consistently supports efforts to enhance the member experience through all digital banking channels.
- Review and process online member applications and member account updates having a thorough understanding of documents needed for processing and completion.
- Issuance of debit cards, ATM cards and Personal Identification Numbers either through mail or instant issue. Assist with cards returned due to undeliverable address.
- Coordinate credit and debit card settlements according to established policies and procedures.
- Monitor, process, submit and disburse all loan requests through all digital channels, by phone or in person, collect all loan documentation needed for loan disbursal and/or further review by a loan officer. Contact members by phone or email to schedule loan disbursal, process closing paperwork, and review loan details, as well as additional loan products. Set up loan payment transfers through payroll allocation or monthly transfer, cross sell additional credit union products and services upon completion of loan disbursal.
- Have a thorough understanding and maintain up-to-date and comprehensive knowledge on all related policies and procedures, rules, and regulations for the member service area, with particular attention to the Bank Secrecy Act, Patriot Act, and robbery procedures.
- Assist in the daily processing and review of Mobile Check Deposit.
- Assist internal staff on issues related to digital banking having an extensive knowledge in member service and lending processes and the systems associated with these functions.
- Provide administrative and clerical support to the Branch Operations, to include but not limited to generating correspondence or reports, creating spreadsheets, presentations, labels, forms, etc.
- Provide member support by phone, online chat, video, and text messaging responding to all types of account requests.
- Assist members in resolving all types of account issues and concerns providing excellent member service.
- Work in conjunction with the digital banking team to ensure that a less than 5% abandoned rate is obtained.
- Responsible for assisting the membership by providing information for credit union products and services.
- Monitor and respond to member communication submitted through digital banking channels having a detailed knowledge of credit union departments to direct to appropriate department for further assistance and completion.
- Respond to requests received through Home CU and Secure Messaging.
- Responsible for having a detailed knowledge with a variety of account processes to include but not limited to account verification, procedures and processes for requests to open share accounts, requests for account and/or share closure, processing stop payments, wire transfer requests, processing ATM & Visa Check cards, ordering checks, etc.
- Other position related duties as assigned.
Qualifications: High school diploma required, and familiarity with MS Office computer software. Positive and friendly attitude, eager to learn and coach-able candidate desired.
Work Site: Although the central offices for Police FCU are located in Upper Marlboro, employees may be required to report for work at other branch locations on an as needed basis.
Overtime/Shift Work: Employee may be required to work overtime, weekends, late or early shift work as the need may arise for the credit union.
We are proud to be an equal opportunity employer
Website: www.policefcu.org
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Work Location: In person
