Contact Center Representative

About the Job

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 

As a Contact Center Representative, you will be accountable for the effective service of APCI Federal Credit Union (APCI FCU) members by phone, online, and through other digital communication channels. Coverage will include answering questions related to Member Services, Lending, Card Services, eCommerce and Digital Banking. 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. 

APCI FCU offers a wide range of financial products and services to employees of Air Products and Chemicals, Inc., contractors, and employees of Versum Materials, as well as their immediate family members and households. These services include mobile banking, remote deposit capture, vehicle loans, mortgage refinance loans, personal loans, MasterCard, share certificates, IRAs, savings, checking, and money market accounts. The loan amounts range from $500 to $1,200,000, and individual member deposits can range from $5 to over $1,000,000. While APCI FCU has only one physical location in Allentown, PA, its members are located in all 50 U.S. states, as well as in a small number of international locations. The largest concentrations of members are in Pennsylvania, Texas, California, Arizona, and Louisiana. APCI FCU reaches its members through various channels, including email, remote, telephone, and direct mail.

APCI FCU’s Mission is to:

Provide our members with innovative financial products and services for all stages of life. Serve our members in a financially sound and competitive manner and Educate our members in making informed financial decisions.

The Contact Center Representative is a member of the APCI FCU’s Member Services Team and reports to the APCI FCU’s Manager of Member Services. The position includes responsibilities related to developing and maintaining positive member relationships and promoting APCI FCU’s products and services.     

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: 

• Outstanding customer (member) service skills.

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

• Ability to multitask and work independently, as well as collaborate with the Member Services Team.

• Create an inclusive and professional environment where all team members are respected, and diversity is valued.

• Participate in meetings and share ideas in support of the credit union's Strategic Initiatives.

• Strong written and verbal communication skills.

• Proficiency with Word and Excel.

• Encouraged travel: 5%. Occasionally, the Credit Union conducts membership events off the premises. Employees may be asked to participate in these events.

Key Job Responsibilities:

• Develop and demonstrate a comprehensive understanding of APCI FCU products and services with ability to clearly explain to current or potential members.

• Represent APCI FCU in a courteous and professional manner which supports APCI FCU’s mission and reputation.

• Provide an excellent member experience through phone, online, and any other digital communication platforms.

• Perform financial transactions, including account-to-account transfers, account maintenance, loan payments, and issuing cashier's checks.

• Possess a comprehensive knowledge of membership and loan application origination and servicing.

• Be receptive to adopting new technologies and communication channels.

• Develop and demonstrate an understanding of APCI FCU regulatory requirements such as USA PATRIOT Act, BSA/OFAC and Reg. DD (Truth-In-Savings).

• Perform other duties and complete projects as assigned by the APCI FCU President/CEO, CFO, CMR, CCL, Manager of Member Services or Board of Directors.

Minimum Hiring Requirements:

• Associate’s degree in business or finance or, a minimum of 3 years of financial institution experience with a high school diploma or GED.

• Credit Union experience is preferred but is not required.

• Ability to lift up to 50 pounds.

• A valid driver’s license is required.

#LI-Hybrid

#LI-CH

Join Air Products, where we proudly value the skills, dedication, and leadership that Veterans bring to the table. As a Veteran-friendly organization, we actively encourage and welcome Veterans to apply for various roles within our company. We recognize the unique strengths and experiences that Veterans contribute, and we foster a workplace that honors your service while providing a platform for professional growth.  

We are the world’s largest hydrogen producer with over 80 years of industrial gas experience. We are hydrogen and industrial gas experts delivering safe, end-to-end solutions, investing in real, clean energy projects at scale, and driving the industry forward to generate a cleaner future. 

At Air Products, we work in an environment where we put safety first, diversity is essential, inclusion is our culture, and each person knows they belong and matter. To learn more, visit About Air Products. 

We offer a comprehensive benefits package including paid holidays and vacation, affordable medical, dental, life insurance and retirement plans. You will be eligible for benefits and also be 100% vested in your retirement benefits on your first day of employment.  
  
We are an Equal Opportunity Employer (U.S.).  You will receive consideration for employment without regard to race, color, religion, national origin, age, citizenship, gender, marital status, pregnancy, sexual orientation, gender identity and expression, disability, or veteran status.  

Air Products is committed to working with and providing a reasonable accommodation to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail us at talent@airproducts.com. General application status inquiries are not answered by this mailbox rather you’ll receive an e-mail directly from our Career Center and/or the Talent Acquisition Specialist.