Contact Center Support Services Representative I/II

We need to output HTML fragment with sections only if content present. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. No Job ID. Remove boilerplate, EEO, etc. Keep substantive info. Let's parse content: - Intro about Apple FCU: community-focused, 24 branches, legacy, supportive workplace, professional development, mentorship, etc. Also includes "Why Work at Apple FCU" with bullet list: Recognized as 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. That's benefits and maybe about the role. - "What You’ll Do": description of Contact Center Support Services Representative I. - "Essential Functions & Responsibilities": list of duties. - "Skills And Qualifications": list of qualifications and skills. - "Other Skills": more specifics. - "Physical Requirements": ability to lift 25 lbs, use standard office equipment. - "Work Environment": ability to function in fast-paced, high volume, confidential environment. - "Employment Type: Full -Time Location: 4097 Monument Corner Drive, Fairfax, VA 22030" - Then EEO etc to remove. We need sections: About the role (maybe intro), Responsibilities (essential functions), Requirements (maybe minimum qualifications), Qualifications (maybe education/experience), Skills (list of skills), Benefits (benefits list), Pay (if present - none), Schedule (if present - none). We should not create Pay or Schedule sections if not present. We need to decide which headings to use. We have content for: - About the role: could include the intro about Apple FCU and why work there, plus maybe the role description "What You’ll Do". Could combine. - Responsibilities: the Essential Functions & Responsibilities list. - Requirements: maybe the minimum qualifications: "Minimum one year of financial institution experience and/or contact center experience preferred. High school diploma or equivalent (GED)." - Qualifications: maybe the "Skills And Qualifications" section includes both skills and qualifications; but we already used Requirements for minimum qualifications. Could treat Skills And Qualifications as Skills section. - Other Skills could be part of Skills. - Physical Requirements and Work Environment could be part of Requirements or maybe separate but we don't have headings for those; we could embed in Requirements or Skills? Probably better to include under Requirements (physical) and maybe under Skills? But we have no heading for physical; we could include as a bullet under Requirements. - Benefits: we have benefits list. - Pay: none. - Schedule: none. Thus output sections: About the role, Responsibilities, Requirements, Skills, Benefits. We must not repeat job title as heading. We need to use

for each section heading. Inside sections: use

for prose,

• for lists. We must preserve all substantive information, not invent or summarize away detail. Must not include boilerplate like EEO, etc. We need to ensure we include all substantive details: intro about Apple FCU, why work there (including awards, environment, benefits list). Also the "What You’ll Do" description. Also essential functions list. Also qualifications (minimum experience, HS diploma). Also skills list (member service skills, communication, problem-solving, multi-tasking, sales, compliance awareness, adaptability). Also other skills (experience with financial products, knowledge of banking operations, loan applications, account management, familiarity with federal regulations, CRM systems, Microsoft Word proficiency). Also physical requirements (lift 25 lbs, use standard office equipment). Also work environment (fast-paced, high volume, confidential). Also employment type and location (Full-Time, address). Also maybe mention "The Apple Way principles" etc. We must not include duplicated lines. Ensure we don't repeat same content. Let's structure:

  About the role

  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:
  But we need a separate Benefits section; we could keep benefits list there. However the "Why Work at Apple FCU" includes benefits list; we could move that to Benefits section and keep only the non-benefit points in About the role. Thus About the role: include intro and why work (excluding benefits). Then Benefits section: list benefits. Let's extract benefits list: - 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 Also maybe "Competitive, comprehensive benefits package" is a phrase; we can include as intro. Now About the role: include the intro and why work (excluding benefits). Also maybe include "What You’ll Do" description? Could be part of About the role or separate. But we have Responsibilities section for duties. The "What You’ll Do" is a high-level description of role; could be part of About the role. We'll include it there. Thus About the role: intro, why work (excluding benefits), and What You’ll Do paragraph. Now Responsibilities: the Essential Functions & Responsibilities bullet list. Now Requirements: include minimum qualifications (experience, HS diploma), physical requirements, work environment, employment type and location? Employment type and location could be separate but we don't have heading; we could put under Requirements as additional info. But we also have "Other Skills" and "Skills And Qualifications". We'll treat Skills section for skill lists. Thus Requirements: Minimum one year of financial institution experience and/or contact center experience preferred. High school diploma or equivalent (GED). Physical Requirements: ability to lift 25 lbs and utilize standard office equipment. Work Environment: ability to function in a fast-paced, high volume, confidential financial institution environment. Employment Type: Full-Time. Location: 4097 Monument Corner Drive, Fairfax, VA 22030. Now Skills: include Member Service Skills, Communication Skills, Problem-Solving Skills, Multi-Tasking Skills, Sales, Compliance Awareness, Adaptability, plus Other Skills: Experience with Financial Products, Knowledge of banking operations, loan applications, account management, Familiarity with federal regulations, CRM systems, Microsoft Word Proficiency. We could also include "The Apple Way principles" maybe as part of skills? But it's mentioned in responsibilities; we can keep there. Now Benefits: list as above. Now we must not include Pay or Schedule sections. Now ensure we don't repeat content. Let's craft. Check for duplication: The "Why Work at Apple FCU" includes benefits list; we moved benefits to Benefits section, so we should not repeat them in About the role. We'll keep the other bullet points: Recognized as USA Top Workplace (2025) and Top Workplace by The Washington Post (2024); Collaborative, welcoming environment with forward-thinking leadership. Now also note that the "Why Work at Apple FCU" line originally had no punctuation after the list; we will format. Now ensure we include all substantive info: The "What You’ll Do" paragraph: "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." We'll include that as a paragraph. Now Essential Functions & Responsibilities list: we need to convert each sentence into bullet points. Let's list them: - 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. Now Skills And Qualifications list: we need to extract each bullet: - 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 including, but not limited to, laptop, copier, telephone, etc - Work Environment: Ability to function in a fast-paced, high volume, and confidential financial institution environment. But we already moved Physical Requirements and Work Environment to Requirements section. So we should not duplicate them in Skills. We'll keep them only in Requirements. Thus Skills section will include the skill bullets (Member Service Skills, Communication Skills, Problem-Solving Skills, Multi-Tasking Skills, Sales, Compliance Awareness, Adaptability, Other Skills sub-bullets). We'll format