Member Solutions Center Specialist I/II (Member Contact Center)

Why Join Apple? Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11... federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more. Additional Workplace Highlights: • Named Top Workplaces by the Washington Post 2024 • Named Top Workplace USA 2024 • Named American Banker Best Credit Unions to Work For 2024 • Diverse, friendly work environment, progressive management staff • 21 branches in Northern Virginia with easy commuting distance Job Summary: Under general supervision, but following established policies and procedures, assists members through a variety of contact methods on matters pertaining to their accounts, including balance inquiries, transfer of funds and general member service inquiries. Answers questions concerning services provided by the credit union from members and staff. Must possess excellent interpersonal communication skills and the ability to represent the Credit Union in a courteous, professional manner. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Perform other administrative and member related duties as assigned by the Member Solutions Center Management team. Essential Functions & Responsibilities: • Receives and handles member inquiries by various contact methods in a courteous, professional manner. Provides accurate information to members regarding Credit Union services, products, policies and procedures. Advises members of federal regulations applicable to these policies and procedures. Resolves member complaints and corrects errors, continuously striving for first contact resolution. • Performs a variety of loan support and servicing duties to include general information such as, due dates, taking payments, principal balances, payoffs, balance transfers and titles. • Cross-sells credit union products and services to members that are applicable to the members’ financial needs. • Maintains and updates member records as required, to include accurate documentation and follow up. • Protects member account information by following identity verification process, being aware of phishing calls and using judgment when processing transactions on members’ accounts. • Researches and investigates member inquiries. • Assists with on-the-job training for new contact center Member Solutions Center Specialists. Knowledge and Skills: Experience: Minimum one year of financial institution experience and/or contact center experience preferred. Previous teller, lending, sales, or member/customer service experience preferred. Education: High school diploma or equivalent (GED). Interpersonal Skills: Excellent interpersonal communication skills and problem-solving skills. Other Skills: Ability to learn and cross-sell credit union products and services based on members’ needs. Ability to multi-task efficiently and thorough attention to detail. Laptop proficient on Microsoft Word/Windows/Teams on multiple screens. Able to adapt to different working environments, to include in-office and hybrid. Physical Requirements: The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, laptop, fax, copier, telephone, etc. Work Environment: Ability to function in a fast-paced, high volume, and confidential financial institution environment. Work Environment: Ability to function in a financial institution environment. Location: Apple FCU Headquarters Fairfax, VA Hours: 9:30am-6:00pm M-F Onsite/Saturday 9:00am-1:00pm (Saturday hours may be worked remotely) Onsite Employee • ** Apple Federal Credit Union values, encourages, and implements diversity in the workplace. As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law. All selected candidates will be subject to credit and background checks to determine employment eligibility. Apply Job!