Contact Center Support Services Rep I-Lynchburg

United States·LynchburgRegular Full-Timemid

OtherSupport

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Quick Summary

Overview

Exciting news! Apple Federal Credit Union has expanded to Lynchburg, opening an on-site call center in the heart of Main Street to support our existing team in Northern Virginia. We’re on a mission to improve lives and fulfill dreams, and we want YOU to be a part of it!

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What We Offer

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✓Recognized as a USA Top Workplace (2025) and Top Workplace by The Washington Post (2025)

✓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

✓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.

✓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.