Full-Time PAT Member Service Representative I - Contact Center

Posting Date: 8/14/2026

Close Date: 8/20/2026

Department: Contact Center

Reports to: Assistant Manager

To provide an ultimate level of service to the members, clients, and employees of American Heritage Credit Union. This service will be delivered via actions, accountability and with integrity. This position provides support to the Assistant Branch Manager/VP of Contact Center.

POSTING NOMINATIONS MUST BE SUBMITTED WITHIN 5 DAYS (starting with the next business day).

RESPONSIBILITIES:

• 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.

• Provide an ultimate level of service to the members and employees of American Heritage Credit Union.
• Direct and assist members as they perform their transactions explaining the PTM/ITM functionality.
• Perform routine member transactions, including, but not limited to cash/check deposits, cash and check withdrawals, transfers. Teller/Cash handling and Sales experience preferred.
• Perform account review
• Fraud Mitigation including CIP
• Receive payments for Midwest Mortgages, MBFS and consumer loans.
• Respond to member requests, problems and complaints and/or direct them to the proper person for specific information and assistance
• Provide and explain routine information on credit union services or policies including eligibility for membership, types of accounts, loan insurance, loan policies, interest rates, dividend rates, locations, office hours, and telephone numbers
• Examine checks for endorsements and negotiability and make check hold decisions based on credit union parameters using True Checks and member relationship
• Process requests to open CD's and IRA CD's
• Identify software or hardware issues relating to the PTM/ITM platform and communicate these issues to a Contact Center Supervisor for resolution
• Excellent communication, organizational, problem solving, and member service skills.

QUALIFICATIONS:

• Professional, well-developed interpersonal skills essential for servicing Credit Union members and projecting a positive image as a representative for the Credit Union.
• Strong familiarity with credit union's products, services, policies and procedures.
• Ability to analyze and identify member's questions/problems and refer/cross-sell a product or service through the use of the CRM system, DataVa, in order to meet the expectations/financial needs of the member.
• Excellent attention to detail with the ability to perform expeditiously and accurately.
• Outgoing, friendly, "member oriented" personality.
• Must be willing to accept temporary or permanent reassignments and/or be willing to travel to other branches within the region as deemed necessary or appropriate by the employer to meet its business needs.

WORK HOURS:

• Full-Time position
• Must be available to work evening and Saturday hours
• Rotating shifts between the days and hours of Monday- Friday 7:55 a.m. - 7:05 p.m. and Saturday 8:55 a.m. - 3:05 p.m.
• On closing shifts, dismissal is upon conclusion of all interactions being completed.

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.