Contact Center Support Services Representative I

Apple Federal Credit Union•George Mason, VA

2h•Hybrid

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. Why Work at Apple FCU Recognized as a USA Top Workplace (2025) and Top Workplace by The Washington Post (2024) Collaborative, welcoming environment with forward-thinking leadership Competitive, comprehensive benefits package, including: Medical, dental and vision coverage 401(k) with employer match Paid time off and 11 paid federal holidays Paid volunteer time to give back Tuition reimbursement and ongoing training opportunities Annual TEAM Bonus plan What You’ll Do: 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 Contact Center Support Services Management team.

Requirements

Minimum one year of financial institution experience and/or contact center experience preferred.
High school diploma or equivalent (GED).
Excellent interpersonal communication skills and problem-solving 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.
The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, laptop, fax, copier, telephone, etc.
Ability to function in a fast-paced, high volume, and confidential financial institution environment.

Nice To Haves

Previous teller, lending, sales, or member/customer service experience preferred.

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 Support Specialists.