Posting Date: 5/1/2026

Close Date: 5/8/2026

Department: Account Services

Reports to: Account Services Manager

Serve as subject matter expert in all areas of Account Services including but not limited to American Heritage Credit Union's deposit-based product and service offerings, member accounts, IRA administration, fiduciary accounts, etc. Engage with members/non-members through needs-based/consultative actions and assist members via remote, video-based experience. Provide an ultimate level of service to the members and associates of American Heritage Credit Union. This service will be delivered via actions, accountability and with integrity.

POSTING NOMINATIONS MUST BE SUBMITTED WITHIN 5 DAYS (starting with the next business day). PLEASE NOTE THAT EMPLOYEES WHO MEET THE JOB QUALIFICATIONS WILL BE GRANTED AN INITIAL INTERVIEW.

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.

• Serve as subject matter expert (SME) in the following areas: All American Heritage deposit-based products and services; Electronic/mobile offerings including but not limited to Online/Mobile Teller functionality, Bill Payer, Quick Pay, e-Pay, etc.; All Account Services processes which includes but is not limited to decedent accounts, IRA's, powers of attorney (POA's), trusts, fiduciary accounts, inheritance tax filing, garnishments, CP-2100 processing, etc.
• Engage with members as their financial consultant/advisor using knowledge of the credit union's products/services to provide solutions to their perceived and unperceived needs.
• Fulfill lead generation requests submitted via the customer relationship management (CRM) system, Better Lobby, etc.
• Open new accounts, certificates of deposit, money market accounts, IRA's, club accounts, and sharedraft accounts; Complete necessary documentation for ACH and payroll deductions, and cross-sell products and services to meet member financial needs/goals.
• Process requests for changes and maintenance to member accounts, check orders, debit card requests, etc.
• Assist with and resolve complex/specialized account matters such as IRA corrections, decedent account processing, Trust/IRA offerings, etc.
• Assist members in utilizing self-service technology (i.e.: PAT, Online/Mobile Teller, Bill Pay, etc.).
• Utilize sales tracking systems, member data warehouse programs, and other tools/systems (i.e.: Data Verity, Better Lobby, etc.) to analyze members' engagement with the credit union and educate them in areas of low engagement.
• Perform member transactions through a variety of channels which includes but is not limited to video, phone, mail, fax, etc.
• Prepare/assist with report compilations.
• Perform/assist with quality control duties with include but are not limited to new accounts, decedent accounts, POA's, etc.
• Assist management with departmental quarterly SOP procedure review and submit corrections and recommendations as deemed fit.
• Perform annual required minimum distribution (RMD) review; Manage and resolve member RMD correspondence as requests are received.
• Effectively describe features and benefits of American Heritage products and services so members may realize how their financial goals can be met.
• Interview loan applicants, process logs, and prepare loan applications using the automated loan approval system and distribute to loan officers for their approval.
• DocuSign, mail, or fax applications and/or other pertinent account information to members and prospective members.
• Gather background information on members through obtaining credit bureau reports and offering alternative cost saving financial solutions to members while enhancing relationships and providing ultimate member service.
• Assure quality member service by enthusiastically acknowledging members and ensuring they are promptly and professionally assisted.
• Complete all date of death figures for inheritance tax filing.
• Provide assistance and backup to all Account Services positions and access all programs needed to assist the membership effectively.
• Assist management with projects and new process implementations.
• Maintain confidentiality with regard to all credit union member- and employee-related business.
• Consistently maintain and improves skill and knowledge for efficient service delivery.
• Responsible for daily balancing of all financial transactions performed.
• Ensure work area is clean, secure, and well maintained in conjunction with our clean desk policy.

QUALIFICATIONS

• Three to five years of similar or related experience.
• Work requires exceptional knowledge of, deposit products, electronic services, and specialty processes completed in Account Services.
• Knowledge of interviewing skills and conversational techniques required.
• Must have the ability to apply broader aspects of established practices to situations which go beyond clear, concise guidelines.
• Work requires intermediate working knowledge of Word and Excel and advanced knowledge of Better Lobby, Data Verity, Meridian Link (XA) and Symitar.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).

EDUCATION:

• (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

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.