Investment Services Operations Specialist

Apple Federal Credit Union•George Mason, VA

15d

About The Position

The Investment Services Operations Specialist plays a critical role in supporting Apple Financial Services’ investment program. This position is responsible for ensuring seamless coordination between members, advisors, and internal departments, while driving operational excellence, maintaining compliance, and enhancing the overall member experience. The Specialist also contributes to process improvement, reporting accuracy, and strategic initiatives that strengthen Apple FCU’s investment services. Position Impact This role goes beyond administrative support, it is a strategic operations partner, within Apple Financial Services. By managing workflows, ensuring compliance, and strengthening relationships between members and advisors, the Investment Services Operations Specialist directly contributes to the growth and success of Apple FCU’s investment program.

Requirements

Minimum 3 years Branch, Call Center, or other related financial institution experience.
Minimum two-year experience troubleshooting and understanding internet browsers, operating systems, and mobile applications.
Associates or bachelor’s degree required

Nice To Haves

Previous background with investment services preferred

Responsibilities

Serve as the primary point of contact for member inquiries related to investment services, providing timely and accurate guidance.
Act as a liaison between advisors, members, and the Member Solution Center (MSC) to resolve complex issues and ensure a positive member experience.
Proactively identify opportunities to improve service delivery and escalate concerns when necessary.
Prepare and analyze monthly and quarterly reports for AFS Financial Services Investments, highlighting trends and recommending improvements.
Maintain accurate client records in ClientWorks, ensuring compliance with regulatory requirements and internal standards.
Monitor completion of AFCU and LPL training across the team, ensuring deadlines are met and compliance risks are minimized.
Manage the referral pipeline by qualifying incoming leads, scheduling advisor appointments, and tracking conversion metrics.
Develop strategies to optimize referral outreach, ensuring timely follow‑up and maximizing advisor productivity.
Provide reporting to leadership on referral outcomes and recommend process enhancements.
Oversee scheduling of member appointments, balancing advisor availability, travel logistics, and member needs.
Implement scheduling best practices to reduce conflicts and improve efficiency.
Partner with advisors to anticipate workload demands and adjust scheduling processes accordingly.
Supervise daily administrative functions including mail processing, check handling, and supply management.
Provide direct support to the VP of Apple Financial Services, including project coordination and operational reporting.
Identify opportunities to streamline administrative workflows and implement process improvements.
Assists with administration of programs, projects, and/or processes specific to Apple Financial Services Investments
Must be able to interact with all levels of the Credit Union and the Community
Acts as the person in command on all operational issues.
Prepare Department PowerPoint presentations.
Serve as Site Captain for AFS investment/insurance content on Apple FCU’s website, ensuring accuracy and alignment with marketing strategy.
Collaborate with Marketing to update content quarterly and recommend enhancements that improve member engagement.
Monitor digital appointment requests and ensure seamless integration with advisor scheduling systems.