Contact Center Support Svc Rep I-Lynchburg

About the role

We are expanding Apple Federal Credit Union to Lynchburg, opening an on-site call center to support our Northern Virginia team. We are hiring Contact Center Support Services Representatives (Call Center) for full-time, hourly roles with paid training and benefits.

Responsibilities

• Serves as the primary point of contact for members through multiple communication channels.
• 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, 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.

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.

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.
• Utilize standard office equipment including, but not limited to, laptop, copier, telephone, etc.

Employment Type

Full-Time

Location

700 Main Street, Lynchburg, VA