Account Services Representative I

Account Services Representative I Location Hybrid work in Philadelphia, PA :

Posting Date: 5/29/2025

Close Date : 6/5/2025

Department: Account Services

Reports to: Account Services Assistant Manager

To provide an ultimate level of service to the employees of American Heritage Credit Union. This service will be delivered via actions, accountability and with integrity. This position handles different aspects of member accounts; answers member questions, and maintains member account records. This position handles specialized and escalated processes including IRA administration, escheatment and responses to legal requests and provides training and support for the department staff.

REQUIREMENTS/DUTIES :

• Must meet the following standards of service as evaluated by our internal and external members.
• I will provide accurate information.
• I will respond and follow through with all requests in the agreed upon time frame.
• I will conduct myself in a friendly and professional manner.
• I will listen effectively and offer solutions appropriate to you individual needs.
• I will project a whatever it takes attitude.
• I will address you by name and thank you for your business.

• Conduct quality control audits for all new membership applications and/or updates for errors and notify applicable parties accordingly of items that require correction.
• Assist with cross-training Account Services staff and branch staff during departmental training.
• Process all Business Development membership application requests.
• Process all Fulfillment requests received through fax or email.
• Virtually assist members/co-workers with questions regarding all products and services within the credit union including, but not limited to: CD's, New Accounts, Account Modifications, Declaration of Loss, and Money Order stop payments.
• Process all mailed in and online membership application requests.
• Perform follow up correspondence to obtain missing application information via phone, mail, or email to applicants that applied for membership either through the mail or online.
• Review and complete all reports for accuracy and proper documentation on a daily basis (change of address report, dormant account report, etc.)
• Prepare and mail Welcome Packets.
• Complete SSA and Medicaid account verifications by the required due date and in accordance with department procedures.
• Review and enter account owners CIP (Customer Identification Program) data into Verafin.
• Prepare, scan, and process negotiable items.
• Answer phone calls, emails, etc. as well as HelpDesk tickets from other departments/branches.
• Maintain contact with branches/departments to resolve account corrections noted during the quality control process.
• Process Declaration of Loss and Money Order stop payment requests.
• Process Home Equity Line of Credit, MasterCard, Account Temporary check order requests.
• Process member requests to renew certificates at maturity, transfer to another account, or mail out checks.
• Review, label, and distribute daily correspondence received from internal and external mail sources.
• Review and enter account information for payments received through Vanco.
• Setup employees in FIS Penley and perform password resets when applicable.
• Post transaction data to specified accounts.
• Add debits ad credits using adding machine or calculator, to ensure correct computation/balances.
• Cross-Train and become active with all software applications, such as Verafin, Vanco, Synergy, Check 21/Image Center, Meridan Link, Harland Clarke, SSA/Medicaid site, etc.
• Remain current and knowledgeable of all aspects of local, state, and federal regulations that affect the credit union.
• Ensure work area is clean, secure, and well maintained in conjunction with our clean desk policy.
• Performs other job-related duties as assigned.
• Remain active in the University Program of American Heritage Credit Union and complete the position's present curriculum as outlined in the Online University by completing the following Credit Union annual required compliance training, the Online University required coursework within assigned timeline, and the supplemental courses listed in the Online University Curriculum within the prescribed timeline.

QUALIFICATIONS :

• One month to twelve months of similar or related experience.
• Requires judgment to solve day to day problems but usually within established guidelines.
• Intermediate mathematical skills required (calculations involving decimals, percentages, fractions, etc.)

EDUCATION

• Requires education equivalent to a four-year high school diploma.

WORK HOURS

• Full-time position
• Must be available for rotating evening and Saturday hours.

ELIGIBILITY

To be considered for an open position, you must:

• Have worked for American Heritage Credit Union for at least 180-days (6 months) or have been in your current position if recently transferred or promoted for that same period.
• Be meeting expectations in your current role.
• Be in good standing with performance expectations with no documented performance issues within the most recent six-month period.
• Meet the minimum requirements for the job and be able to perform the essential functions of the position, with or without reasonable accommodation.
• Submit an application to HR by the closing date as stated in the posting.
• Inform your Manager/Supervisor of your intent to apply prior to submitting your application.