Contact Center Support Services Representative I/II

Apple Federal Credit Union•Fairfax, VA

8d•Onsite

About The Position

The Contact Center Support Services Representative I (Rep I) serves as the primary point of contact for members and is responsible for delivering high quality service through multiple communication channels. This position requires strong communication, problem solving, and multitasking skills, along with proficiency in digital tools and systems. The Rep I is expected to use sound judgment, demonstrate adaptability, and apply customer empathy when assisting members with account inquiries, transaction processing, and questions related to credit union products and services. The Rep I performs all responsibilities in alignment with The Apple Way principles: Team Up, Serve with Purpose, Challenge Yourself, and Own It. They must remain fully aware of and comply with all applicable Credit Union policies, procedures, and federal regulations, including those related to the Bank Secrecy Act. Additional administrative and member-support tasks may be assigned by the Contact Center Support Services Management team as needed.

Requirements

Minimum one year of financial institution experience and/or contact center experience preferred.
High school diploma or equivalent (GED).
Member Service Skills: Empathy and professionalism in Member interactions.
Communication Skills: Clear verbal/written communication, active listening, and interpersonal effectiveness.
Problem-Solving Skills: Analytical thinking to assess member needs and resolve issues.
Multi-Tasking Skills: Ability to navigate multiple tools/CRM Systems and multi-screen navigation.
Sales: Ability to identify members’ needs and recommend appropriate products.
Compliance Awareness: Adherence to internal policies and external regulations.
Adaptability: Work in a fast-paced environment, handling multiple tasks, and changing priorities.
Experience with Financial Products
Knowledge of banking operations, loan applications, and account management
Familiarity with federal regulations
CRM systems
Microsoft Word Proficiency

Responsibilities

Receives and handles member inquiries through multiple communication channels in a courteous, professional, and service focused manner.
Provides accurate information regarding credit union products, services, policies, and procedures.
Uses sound judgment, empathy, and strong problem solving skills to resolve member concerns, correct errors, and strive for first contact resolution.
Protects member information by following identity verification procedures and remaining vigilant for potential fraud or phishing attempts.
Researches and investigates member inquiries to ensure complete and timely resolution, utilizing multiple digital tools and systems.
Accurately maintains and updates member records in accordance with established policies, procedures, and regulatory requirements.
Ensures documentation is complete, current, and compliant.
Proactively conducts follow up to resolve discrepancies, verify information, and support a seamless and positive member experience.
Performs a variety of loan support and servicing duties, including providing accurate information on payment due dates, processing loan payments, providing principal balances, preparing payoff statements, facilitating balance transfers, and managing documentation.
Ensures accuracy and compliance with applicable regulations and procedures.
Identifies members’ needs and recommends appropriate credit union products and services that support their financial goals.
Demonstrates strong communication skills and applies The Apple Way principles when engaging members in conversations about solutions.
Assists with administrative and member-support tasks that may be assigned by the Contact Center Support Services Management team.