Member Solutions Center Specialist I/II/III-Customer Service

Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

• Named Top Workplaces by the Washington Post 2023
• Named Top Workplace USA 2023
• Named American Banker Best Credit Unions to Work For 2022
• Diverse, friendly work environment, progressive management staff
• 21 branches in Northern Virginia with easy commuting distance

Member Solutions Center Specialist I

Job Duties:

Under general supervision, but following established policies and procedures, assists members via telephone on matters pertaining to their accounts, including balance inquiries, transfer of funds and consumer loan applications. Responsible for compiling and processing loan data. Inputs data using PC. 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.

Member Solutions Center Specialist II

Job Duties:

Under general supervision, but following established policies and procedures, assists members via telephone on matters pertaining to their accounts, including balance inquiries, transfer of funds and consumer loan applications. Responsible for compiling and processing loan data. Inputs data using PC. 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. Processes consumer loan applications. Makes recommendations for loan decisions. May approve A and B tier applications.

Member Solutions Center Specialist III

Job Duties:

Under general supervision, but following established policies and procedures, answers questions concerning services provided by the credit union from members and staff. Help cover incoming member calls as needed. May handled escalated member calls. Helps research complex member issues and recommend resolution. Review consumer loan applications for recommendations to centralized underwriting. Disburse consumer loan applications for the call center. Notify members’ whose loans have been denied and mail out Adverse Action notices. Help cover manager duties when they are out of the office. Responsible for compiling and processing loan data. Must have thorough consumer loan knowledge including product information, Apple FCU underwriting guidelines and loan policies. Must have excellent written and verbal communication skills. Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous, professional manner.

*** Candidates who meet the minimum requirements of the position will be sent a required online assessment to the email address listed in the application. ***

Essential Functions & Responsibilities:

• Represents the credit union to the member by telephone in a courteous, professional manner. Provides prompt, efficient, and accurate service in the processing of all transactions, such as withdrawals, transfer of funds, requests for account information, loan processing, etc. Handles all types of calls including the most complex inquiries.
• Review loans conditioned by the credit committee and notify affected members. Review completed loan applications by member service center counselors and auto-decisions. Notify members of denied loans and send Adverse Action notices to members. Advises denied members how to improve credit history.
• Assist with on-the-job training for new call center Member Service Center Specialists.
• Provides information to members via telephone on loan options, rates, terms, and collateral requirements. Informs members of the necessary information required to complete loan applications. Completes loan requests by telephone and prepares for review. Prepares loan documentation for approved loans in accordance with established procedures. Processes approved loans, reviews documentation, inputs information.
• Protects member account information by following the identity verification process, being aware of phishing calls, and using judgment when processing transactions on members’ accounts.
• Performs a variety of loan support duties that require knowledge of such departmental procedures as calculating cash disbursed figures, verifying payroll deduction forms, processing loan payment change forms, and issuing loans as directed by MSC Assistant Managers.
• Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Keeps abreast of fraud that occurs in financial institutions and works diligently to protect the credit union and its members from such fraud.
• Perform other Administrative and telephone processing duties as assigned by Member Service Center Assistant Manager or Director of Member Service Center.

Qualifications-all required unless otherwise noted:

• High school diploma or equivalent (GED) required. AA or Bachelor’s degree preferred.
• Minimum four years of financial institution and/or call center experience.
• Previous teller, lending, member/customer service, and/or telephone sales/service experience preferred.
• Strong service orientation required.
• Excellent interpersonal communication skills as well as analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Thorough knowledge of lending policies, products, and programs.
• Ability to cross-sell credit union products and services.
• Extensive telephone contact.
• High attention to detail.
• Ability to provide back-up to managers when they are out of the office.
• PC proficient including Microsoft Word/Windows. Ability to learn and utilize a variety of software programs.
• Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc.

Employment Type: Full-Time

Hours: Monday-Friday: 9:30 am-6:00 pm; Every other Saturday half-day.

Pay: $21.43/hr

Location: 4097 Monument Corner Drive, Fairfax, VA 22030 (ONSITE position)

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***