Credit Union Member Services Team Lead (TL)

At Air Products, our purpose is to bring people together to reimagine what’s possible, collaborate and innovate solutions to the world’s most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safest, most diverse and most profitable industrial gas company in the world.  

Reimagine What’s Possible 

Our Credit Union Team Lead will assist the Manager of Member Services in leading and guiding the Member Services Team to achieve APCI FCU Strategic Goals and Objectives.

Our Team Leads are primarily responsible for reviewing and monitoring operational tasks and duties assigned by the Manager of Member Services, including coaching, developing, training, fostering a positive and motivating work environment, assisting the team with member-related questions and defusing escalated situations to help team members improve their skills and reach their full potential. All transactions and other member service support functions must be performed in accordance with APCI Federal Credit Union’s (APCI FCU), NCUA, Air Products and Chemicals, Inc. and other relevant policies, procedures, and all regulatory requirements.

The position is a Member of the APCI FCU’s Member Services Team and reports to the APCI FCU’s Manager of Member Services.

APCI FCU provides financial services to the Air Products and Chemicals, Inc. employees, Contractors, and Versum Materials employees, ATAS International, Inc. employees and to members of their immediate family and households.

APCI FCU provides a broad range of financial products and services including digital banking, remote deposit capture, vehicle loans, refinance mortgage loans, personal loans, MasterCard, savings, checking, certificates, money market accounts and IRAs. Loan amounts range from $500 to $1,200,000 while individual member deposits range from $5 to over $1,000,000.

While having only a single physical location in Allentown, PA, APCI FCU’s members span over 50 U.S. states in addition to a small international contingent. Member concentrations are located in Pennsylvania, Texas, California, Arizona, and Louisiana. 
APCI FCU reaches its members through a variety of delivery channels including in person, by phone, via ATM networks, digital platforms and online.

What's In It for You: 

At Air Products we foster a culture of inclusion where every voice is heard, and everyone feels they belong and matter. Additionally, we offer competitive pay and great benefits for our employees. Check out some of our benefits below!

• Affordable Medical, Dental and Vision Insurance (day 1 of employment) 

• 401k with 100% vested company core and match  

• Paid Vacation, holidays + sick time  

• Paid Parental leave (Up to 8 weeks) 

• Backup Child and Adult Care benefit 

• Adoption assistance  

• Flexible spending accounts (medical, dependent daycare) 

• Life Insurance (AD&D- Paid for by Air Products), Supplemental AD&D 

• Legal Plan & Identity theft coverage  

• EAP (Employee Assistance Program) 

• Many more supplemental benefits available 

Required Skills / Abilities: 

• Analyze and respond to developing situations (e.g., related to members, potential fraud, or employee issues) while promptly communicating with management to ensure awareness providing sound solutions and recommendations that support the team, members’ wellbeing and/or protect APCI FCU’s brand reputation and interests. 

• Strong written and verbal communication skills as well as intermediate proficiency with Microsoft 365 applications such as Power Point, Word, and Excel. 

• A valid driver’s license is required.

• Demonstrated ability to deliver friendly, prompt, and knowledgeable service while ensuring member confidentiality. 

• Ability to multi-task and work independently as well-as part of the Member Services Team. 

Key Job Responsibilities:

• Coach the Member Services Team to provide our members with exceptional member service experience using the resources from the Living the Brand program. 

• Acquire and demonstrate a high level of knowledge regarding APCI FCU’s products and services, including share, IRA, and loan products along with account access services. Train the Member Services Team on new products and procedures as they are developed.

• Provide support and assistance to the Member Services Team as needed. Act as a Membership Officer, as necessary.

• Review reports and phone calls for Quality Assurance and coach staff members on