Where Banking Feels Like Belonging
At APGFCU, our values are at the heart of everything we do, empowering us as leaders in the credit union movement. We prioritize purpose and connection in how we serve our members, co-workers and communities - helping to navigate life's little and big moments.
Summary:
Reporting to a Contact Center Manager, this role serves as the first point of contact for board members, vendors, and visitors while providing administrative and operational support to the contact center team while supporting key clerical and member service functions. This role plays a critical role in delivering a seamless member experience by ensuring efficient front office operations and supporting timely fulfillment of member requests across multiple service channels.
Essential Duties and Responsibilities:
Administrative & Clerical Support:
Accurately process routine transactions and administrative requests to ensure timely and compliant member service delivery including:
Check orders
AARP membership payments
Courtesy pay requests (scanning into archiving system and adding member courtesy pay preference to the system of record)
Verifications of deposit (rental, assisted living, long term care)
Supports supply management for the contact center, including ordering and maintaining office and stationery inventory.
Ensure the lobby and reception area are clean, organized, and compliant with branding and communication standards.
Member Services and Operational Support:
Provide administrative support to the contact center team, including:
Accessing the credit union archiving system for member requested documents (statements, check copies, tax documents) made via phone, email, video conferencing or chat and mailing requested documents to members.
Ensure timely and secure distribution of incoming member correspondence and outgoing member requests for cashier’s checks to support operational efficiency and responsiveness.
Utilize internal systems to retrieve, update, and manage member information and documentation.
As needed, provide coverage for the Operations receptionist desk to ensure a professional and welcoming experience for board members, vendors, and visitors.
Compliance & Risk Management:
Adhere to all applicable federal regulations and internal policies including:
Maintain confidentiality of member and organization information at all times.
Complete all required training and ensure ongoing compliance with organizational standards.
Additional Responsibilities:
Perform other related duties and special projects assigned to support the needs of the business.
This is a hybrid position requiring regular onsite presence at the main office (minimum three days per week) to support front desk and operational responsibilities.
Qualifications:
Education: High School diploma or equivalent.
Experience: Working with document management/archiving systems and member account platforms.
Knowledge, Skills, and Abilities: Knowledge of general clerical duties. Professional telephone manners required. Must be self-motivated. Typing skills required. Knowledge of financial institution procedures, basic principles of debits and credits, and commercial mathematics. Knowledge of personal computers, software applications, and business office equipment. Requires good interpersonal and interaction skills, and organization and oral communication skills; must have the ability to work as part of a team and handle multi-tasked, fast-paced environment.
Compensation information: Offers are based on experience and education. $35,400 - $56,600 annually (On-site)
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.
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.
E-Verify Participation Poster English and Spanish
APGFCU participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
APGFCU participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU..
For more information, visit: E-Verify Overview | E-Verify
Para obtener más información, visite: Visión General de E-Verify | E-Verify
