Experienced Member Solutions Center Specialist I/II – Delivering Exceptional Service and Support in a Dynamic Financial Institution Environment

Introduction to Apple Federal Credit Union

Imagine being part of a community-driven organization that values diversity, inclusivity, and employee growth. Apple Federal Credit Union is a renowned financial institution deeply rooted in the community, with a strong commitment to providing exceptional service to its members. As a credit union, we prioritize our employees' professional development and well-being, recognizing that they are our most valuable asset. With a robust benefits package, opportunities for career advancement, and a friendly work environment, Apple FCU is the ideal place to build a fulfilling career.

About the Role

We are seeking a highly skilled and customer-focused Member Solutions Center Specialist I/II to join our team. As a key member of our contact center, you will be responsible for providing top-notch service to our members, addressing their inquiries, and resolving issues in a professional and courteous manner. If you have a passion for delivering exceptional customer experiences, are adept at multitasking, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Respond to member inquiries via various contact methods, providing accurate and timely information on credit union services, products, policies, and procedures.
• Resolve member complaints and errors, striving for first-contact resolution and ensuring that all issues are addressed efficiently and effectively.
• Perform loan support and servicing duties, including providing information on due dates, taking payments, and processing balance transfers and payoffs.
• Cross-sell credit union products and services to members, identifying opportunities to meet their financial needs and promote the credit union's offerings.
• Maintain and update member records, ensuring accurate documentation and follow-up on all interactions.
• Protect member account information by following identity verification processes, being aware of phishing calls, and using sound judgment when processing transactions.
• Research and investigate member inquiries, providing timely and effective solutions to their concerns.
• Assist with on-the-job training for new contact center staff, sharing knowledge and expertise to ensure a smooth transition and high-quality service delivery.

Essential Qualifications

• Minimum one year of experience in a financial institution or contact center environment, with previous teller, lending, sales, or customer service experience preferred.
• High school diploma or equivalent (GED) required.
• Excellent interpersonal communication and problem-solving skills, with the ability to work effectively in a team environment.
• Ability to learn and cross-sell credit union products and services based on members' needs, with a strong focus on customer satisfaction and retention.
• Proficiency in Microsoft Word, Windows, and Teams, with the ability to work efficiently on multiple screens and adapt to different working environments.

Preferred Qualifications

• Previous experience in a credit union or banking environment, with knowledge of financial products and services.
• Strong understanding of customer service principles and practices, with a proven track record of delivering exceptional service in a fast-paced environment.
• Ability to work effectively in a hybrid or remote work environment, with a strong focus on self-motivation and discipline.
• Experience with contact center software and technology, with the ability to learn and adapt to new systems and processes.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to work effectively with members, staff, and management.
• Strong problem-solving and analytical skills, with the ability to research and investigate member inquiries and resolve issues efficiently.
• Ability to work in a fast-paced, high-volume environment, with a strong focus on attention to detail and accuracy.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Ability to adapt to changing circumstances and priorities, with a strong focus on flexibility and resilience.

Career Growth and Development

At Apple FCU, we are committed to providing our employees with opportunities for growth and development. As a Member Solutions Center Specialist I/II, you will have access to training and development programs, mentorship, and career advancement opportunities. Our goal is to help you build a fulfilling and successful career, with a strong focus on professional development and employee satisfaction.

Work Environment and Company Culture

Apple FCU is a dynamic and inclusive workplace, with a strong focus on diversity, equity, and inclusion. We value our employees' unique perspectives and experiences, and strive to create a work environment that is welcoming, supportive, and respectful. With a range of employee benefits, including health, vision, and dental insurance, 401(k) contribution match, tuition reimbursement, and paid time off, we are committed to supporting our employees' overall well-being and quality of life.

Compensation and Benefits

We offer a competitive salary and benefits package, with opportunities for career advancement and professional growth. Our benefits include:

• Health, vision, and dental insurance
• 401(k) contribution match
• Tuition reimbursement
• Paid time off and holidays
• Paid volunteer time
• TEAM Bonus plan
• And much more

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Member Solutions Center Specialist I/II at Apple FCU, you will be part of a dynamic and inclusive team, with opportunities for growth and development, and a strong focus on employee satisfaction and well-being. Don't miss out on this chance to build a fulfilling career with a reputable financial institution – apply today!