Careers

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Essential Qualifications & Competencies:
Cash handling or MSR experience; typing, Excel, Microsoft Office Suite is a plus; friendly and professional; strong problem solving skills; four-year college degree preferred.

Apply Today

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Essential Qualifications & Competencies:
Cash handling or MSR experience; typing, Excel, Microsoft Office Suite is a plus; friendly and professional; strong problem solving skills; four-year college degree preferred.

Apply Today

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Essential Qualifications & Competencies:
Cash handling or MSR experience; typing, Excel, Microsoft Office Suite is a plus; friendly and professional; strong problem solving skills; four-year college degree preferred.

Apply Today

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Essential Qualifications & Competencies:
Cash handling or MSR experience; typing, Excel, Microsoft Office Suite is a plus; friendly and professional; strong problem solving skills; four-year college degree preferred.

Apply Today

Part-time hours will vary from branch to branch depending on which hours and days the help is needed.

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Preferred Competencies:
Cash handling experience / Customer service experience

Apply Today

Part-time hours will vary from branch to branch depending on which hours and days the help is needed.

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Preferred Competencies:
Cash handling experience / Customer service experience

Apply Today

Main Office

The Card Services Team Leader is responsible for providing professional card services to members and ensuring that all card service daily tasks and all issues are addressed in a timely and accurate manner. The Card Services Team Lead reports to the Head of Card Services.  This position is a lead for the Card Specialists and will also collaborate with other departmental managers as needed.

Key Responsibilities:

• Performs and ensures all daily tasks are accounted for and completed each day
• Provides daily guidance on credit and debit card issues
• Responds to email and phone calls from members and APCO personnel
• Works with vendors on processing and system issues
• Responsible for documenting procedures to ensure accurate and up to date
• Ensures VISA credit card applications have been processed in a timely manner
• Works with management on monthly and quarterly reports
• Maintains the inventory of cards and all equipment for Instant Issue are fully functioning
• Works with management and vendor on fraud mitigation and trends
• Monitors credit and debit card transactions for fraudulent behaviors
• Works with management on product strategies and project implementation

Essential Qualifications and Competencies:

• Bachelor’s degree or equivalent experience required
• 3-5 years experience in Card Services specifically on VISA credit
• Some supervisory experience preferred
• Experience with Fiserv strongly preferred
• Excellent oral, written, and interpersonal communication skills
• Excellent organizational and time management skills, with an ability to multi-task
• Solid understanding of technology, card systems, and software
• Product development and card fraud experience a plus

Apply Today

Birmingham Area

The Contact Center Representative is responsible for providing a variety of member service functions and have knowledge of all member service functions within the Credit Union.

Contact Center Representatives answer incoming calls from members on various service-related issues.  Contact Center Representatives are the primary contact point for members and serve as the voice of the Credit Union. Contact Center Representatives are responsible for troubleshooting general member service issues, deescalating member frustrations, presenting suggestions and solutions to member concerns as well as offering appropriate products and services that benefit the member.  Contact Center Representatives are responsible for projecting a professional image through voice, in writing and online interactions.

Key/Representative Activities:

• Answer incoming calls and provide one call resolutions whenever feasible
• Processes basic transactions such as deposits, withdrawals, transfers, and payments
• Resolve member complaints and concerns with limited assistance
• Identify and escalate issues to supervisor or appropriate team member
• Timely follow up with members when required
• Prepares and completes documentation accurately
• Identify, research, and resolve general member issues with limited assistance
• Stay up to date on new products, policies, procedures and regulations
• Fulfill product and service orders generated by member requests
• Document call information according to department standards
• Work closely and effectively with co-workers to reach department goals and complete various tasks
• Recognize, document and communicate call trends to department management
• Cross-sell products and services
• Other duties as assigned

Essential Qualifications & Competencies:

• High school diploma
• Some college experience preferred
• Professional, well-developed, interpersonal skills necessary for servicing and for projecting a positive image to members of the Credit Union
• 1 – 3 years of experience in call center environment preferred
• Customer service experience required preferably in financial services
• Accurately conveys detailed or important instructions
• Strong listening, verbal, and written communication skills
• Excellent data entry and keyboarding skills
• Excellent multi-taking skills
• Ability to learn and function effectively in various computer and software systems simultaneously
• Requires ability to occasionally lift to 15 pounds
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to hear for normal conversations and to receive ordinary information
• Ability to sit for up to eight hours
• Ability to manage stressful situations professionally and appropriately
• Ability to thrive in a fast-paced work environment

Apply Today

Mobile Location

The Jr. Universal Member Representative is responsible for all member related needs including daily transactions, new accounts, lending, IRA, credit/debit cards, and lending. The position is responsible for the first impression made on members when they enter a credit union branch. The Jr. Universal Member Representative ensures that all member questions or concerns can be addressed while receiving quality service from entrance to exit. The Jr. Universal Member Representative reports to either the Branch Supervisor or Lending Supervisor. The position will also receive direction from the Assistant Branch Supervisor and Lending Manager as needed. The position has no direct supervisory responsibilities.

Key Responsibilities:

• Understands and resolves member concerns and questions
• Receives and processes credit union applications for membership, share drafts, certificates, and loans
• Responds to all member concerns including but not limited to account transactions, access to services, savings account, transfer requests and credit/debit cards
• Ability to cross sell additional Credit Union offerings to members
• Maintains a professional and courteous working relationship with members and fellow employees
• Processes member loan applications and resolves member concerns and questions regarding the loan process
• Assists members with closing approved loans
• Responsible for complying with all applicable regulations associated with loan applications
• Responsible for ongoing communication with members regarding loan status
• Performs loan maintenance as needed

Essential Qualifications and Competencies:

• Bachelor’s degree or equivalent years related experience required
• 1-2 years experience in a banking or financial setting required
• Must have excellent customer service skills
• Ability to communicate eloquently via spoken word or written text
• Must have knowledge of Credit Union lending policies and procedures
• Strong attention to detail required
• Must be able to process multiple transactions simultaneously
• Strong interpersonal skills

Apply Today

Main Office

Supervision of assigned Contact Center Representatives to ensure member service standards are met by providing training, coaching, feedback, and support. Work closely with management to implement and maintain credit union standards, policies, and procedures. The Contact Center Team Lead reports to the Contact Center Supervisor and is responsible for supervising activities for the assigned Contact Center Representatives and ensuring that member service objectives are well supported. Coaches, motivates, supports, and trains staff to meet established goals. Provides support to Contact Center staff by resolving complex member questions and problems regarding online account access, statements, loans, payments, automatic transfers, interest rates, and investment certificates. Oversees the training of new personnel. Develops and mentors a productive, cohesive team. Ensures that professional relations exist with members and that reporting and informational needs are met.

Key Responsibilities:

• Represents the Credit Union in a courteous and professional manner to internal and external members as well as vendors as support is needed
• Ensures that all member questions and complaints are resolved in a timely manner
• Completes research and resolves documentation errors or discrepancies on complex member problems
• Ensures that Contact Center operations further Credit Union strategic plans and are in accordance with established policies and procedures
• Monitors the contact center agents and reports any training opportunities to the Contact Center Supervisor
• Responsible for communication with members through online messaging and email as well as other communicaiton channels
• Reports any member complaints, credit union employee complaints, or errors to the Contact Center Supervisor
• Provides support to representatives on complex issues by taking ownership of services issues that require extensive research, time or resources
• Resolve escalated calls for representatives when necessary
• Work with management in recognizing, developing and implementing resouces to help improve department effeciency, consistency and overall performance
• Provides back up to the Contact Center Representatives in their absence or during high call volume
• Ensures that requests and questions are promptly resolved
• Monitors service delivery and ensures excellence in service levels
• Ensures that deadlines are met
• Promotes goodwill and a positive image of the Credit Union
• Maintains privacy of member account information
• Provides leadership to assigned personnel through effective goal setting, delegation, motivation, and communication.
• Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures.  Discusses areas needing improvement
• Oversees the activities of the Contact Center Representatives
• Identifies, assist in development, and implements training programs as appropriate.
• Ensures that Contact Center Representatives are thoroughly trained in all Credit Union products and services
• Assist with performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance.  Formulates and implements employee corrective actions as needed
• Ensures the accurate reporting of Contact Center activities to Management
• Ensures that all department files are current, accurate, and well maintained
• Ensure that work area is clean, secure, and well maintained
• Attend and participate in meetings
• Complete special projects as assigned
• Answer incoming calls and provide one call resolutions whenever feasible
• Process basic transactions such as deposits, withdrawals, transfers, and payments
• Resolve member complaints and concerns with limited assistance
• Identify and escalate issues to supervisor or appropriate team member
• Timely follow up with members when required
• Prepare and complete documentation accurately
• Identify, research, and resolve general member issues with limited assistance
• Stay up to date on new products, policies, procedures, and regulations
• Fulfill product and service orders generated by member requests
• Document call information according to department standards
• Work closely and effectively with co-workers to reach department goals and complete various tasks
• Recognize, document, and communicate call trends to department management
• Cross-sell products and services
• Other duties as assigned

Essential Qualifications and Competencies:

• High school diploma or equivalent
• 2+ years of related Contact Center or Credit Union experience preferably with some supervisory responsibilities
• Some college experience preferred
• Professional, well-developed, interpersonal skills necessary for leading a team in providing excellent member service experiences
• Accurately conveys detailed or important instructions
• Strong listening, verbal, and written communication skills with emphasis on professional grammatical skills applied both verbally and in written communications
• Ability in lead and influence team members toward a set goal
• Excellent data entry and keyboarding skills
• Excellent multi-taking skills
• Ability to learn and function effectively in various computer and software systems simultaneously

Apply Today

Main Office

The IT Specialist is responsible for the management of IT projects and day-to-day IT operations. Incumbents must have knowledge of all IT functions for the Credit Union. The position assists with IT project management, IT troubleshooting, IT reporting, telecommunication issues, and helps maintain the Credit Union’s servers.

The IT Specialist reports to the IT Manager or IT Supervisor and has no supervisory responsibility.

Key/Representative Activities:

• Performing hardware and software installations and upgrades
• Software Patching
• Building and testing workstations
• Assist in maintaining, updating, backing up, and ensuring adequate capacity for Credit Union servers
• Helping users with general IT troubleshooting
• Assisting the support staff with telecommunication issues regarding the IT department
• Working on projects involving Credit Union software for members
• Assisting with daily IT processing
• Monitoring email security
• Creating SQL Reports
• ASA, VMware, and Meraki knowledge

Essential Qualifications & Competencies:

• Proven IT knowledge required
• Sound analytical and problem-solving skills
• Strong understanding of server and network knowledge
• General computer and IT skills
• Detail-oriented
• Strong project-management skills
• Excellent customer service and verbal communication skills
• Works well in a team environment

Education and Experience:

• Bachelor’s degree in IT or an equivalent combination of IT education and work experience required
• 3-5 years of IT experience preferred
• IT-related Certification(s) a plus

Apply Today