Contact Center Support Services Representative I/II

Apple Federal Credit Union•Fairfax, VA

9d•Onsite

About The Position

At Apple Federal Credit Union, we’re more than a financial institution; we’re a community-focused organization powered by passionate people. With 24 branches across Northern Virginia and a proud legacy of service, we’re committed to improving the lives of our members and the communities we serve. We believe our employees are our greatest asset. That’s why we foster a supportive workplace culture that values inclusiveness, innovation and growth. Whether you’re just starting out or advancing your career, you’ll find opportunities for professional development, mentorship and meaningful impact.

Requirements

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
The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, laptop, copier, telephone, etc

Nice To Haves

Minimum one year of financial institution experience and/or contact center experience preferred.

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.