Member Service Representative III

Apple Federal Credit Union
Under general supervision, originate consumer loans within the underwriting guidelines; this includes application input, data input, compiling necessary statistics, and loan disbursal.

Employment Type: Full-time

Location: Kingstowne

General Summary:
Incorporates The Apple Way into daily activities, providing friendly, courteous and professional service to external and internal members. The staff member will qualify potential members, complete all required steps to open deposit accounts and automated services. Additionally, the staff member will gather information to complete consumer on applications, member requests for information and/or account maintenance. The staff member will use established Apple Federal Credit Union sales techniques to assist in achieving individual and related sales goals.



  1. Provides product and/or service recommendations to members based on thorough needs assessment.
  2. Responsible for cross-selling credit union products and services to members. Cross-sells other products as identified through the needs assessment.
  3. Provides information to members via face to face or telephone. This information may include, but is not limited to, alternative loan products. For example, rates, terms and collateral requirements.
  4. Utilizing the policy and procedure outlined in the Loan Underwriting Guidelines, calculates all key financial ratios’, collateral valuation, and verifies the source data used for these calculations (e.g. Income verification).
  5. Inputs all required loan application data into the appropriate computer systems, promptly and accurately, to include generation and correct completion of all required loan documents. This is to support a timely and accurate Loan Officer review for final decision and ensuring Apple Federal Credit Union security interest in protected.
  6. Function as a “trusted advisor” to Apple members by recommending appropriate products and services and counseling on how to improve members’ financial situation.
  7. In compliance with Apple Federal Credit Union policy and procedure, accurately completes all required paperwork and data input for new deposit account openings, initiation of other credit union services, and application for membership.
  8. Research and investigate queries and concerns regarding activity on any member held accounts, services, or products. Ensures member satisfaction by setting expectations for a timely response. Performs adjustments, corrections, or refunds fees within their authority, or seeks approval from proper parties to do so.
  9. Stays abreast of and follows all Apple FCU products, services, policies, and procedures. Meets all internal training requirements for this position, annually.
  10. Inputs comments and records member activity in the Synapsys MRM as needed.
  11. Identifies opportunities for cross-selling and offers Potential Sales Opportunities (PSO’s) as presented in Synapsys and refers members accordingly.
  12. Attends and actively supports external business development and loan sale events.
  13. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Inspire Promoters, Challenge Yourself and Own It.
  14. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
  15. Performs other duties as assigned by the Branch Manager.

Qualifications-all required unless otherwise noted:

  • High school diploma. Excellent positive member/customer service and interpersonal skills.
  • Excellent math skills and the ability to effectively communicate with members.
  • Familiarity with loan documents, lending regulations and credit union policies and procedures.
  • Proficient in the use of Symitar for posting teller transactions and inquiry on deposit accounts and loan accounts.
  • Proficient in the Akcelerant to perform basic inquiry on loan applications in process, input loan applications, and disburse approved loans.
  • Proficient in Synapsys MRM, to act on PSO’s, create and input to events, and retrieve and read My Sales reports.
  • Minimum two (2) years’ experience in lending or branch operations area.
  • Excellent oral, written and telephone communication skills.
  • Attention to detail and accuracy.
  • Keyboarding 40 w.p.m.
  • PC applications proficient A
  • bility to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, postage machine, etc.
  • Satisfactory credit and ability to pass a background check required.

Hours: TBD