Member Experience Specialist, Contact Center

Apple Federal Credit Union; Fair Oaks (VA); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with employer match

Paid time off and 11 paid federal []

Job summary

Apple Federal Credit Union in Fairfax, VA, is seeking a Contact Center Support Services Representative I to deliver high-quality service across channels. You will assist members with account inquiries, processing transactions, and questions about products and services, while upholding The Apple Way principles: Team Up, Serve with Purpose, Challenge Yourself, and Own It.

The role emphasizes strong communication, problem-solving, and multitasking skills, with proficiency in digital tools and

Qualifications

• 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.
• Other Skills Experience with Financial Products
• Knowledge of banking operations, loan applications, and account management
• Familiarity with federal regulations
• CRM systems
• Microsoft Word Proficiency
• Physical Requirements: The ability to lift 25 lbs. and utilize standard office equipment
• Work Environment: Ability to function in a fast-paced, high volume, and confidential financial institution environment.

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.

Skills

Empathy

Communication skills

Problem solving

Multi-tasking

Sales

Adaptability

Compliance awareness

CRM systems

Microsoft Word

Education

High school diploma or GED

Tools

CRM systems

Microsoft Word

Job description

Apple Federal Credit Union in Fairfax, VA, is seeking a Contact Center Support Services Representative I to deliver high-quality service across channels. You will assist members with account inquiries, processing transactions, and questions about products and services, while upholding The Apple Way principles: Team Up, Serve with Purpose, Challenge Yourself, and Own It.

The role emphasizes strong communication, problem-solving, and multitasking skills, with proficiency in digital tools and