Apple Federal Credit Union · 1 month ago
Contact Center Engagement Advisor I/II (Outbound)
Headquarters, Fairfax, VA, US
Full-time
Onsite
Entry, Mid Level
2+ years expApple Federal Credit Union is a community-focused organization committed to improving the lives of its members. The Contact Center Engagement Advisor I/II role involves assisting members with consumer loan applications and providing excellent customer service while achieving sales targets.
BankingFinanceFinancial Services
Responsibilities
Working as part of the Contact Center Engagement team, receiving phone calls from members wanting to apply for a loan, or have questions regarding an existing loan. Acts as a trusted lending advisor and utilizes AWIS principles in all interactions with members and potential members. Establishes and develops member relationships through telephone communications and maintains the members’ best interests. Qualifies members for appropriate products and services. Seeks to close sales of lending products and services that are beneficial to both the member and the Credit Union in accordance with sales expectations and goals. Achieves daily, weekly, monthly, and other call and sales goals
Processes member loans, membership applications and credit reviews by phone and video: Interviews and qualifies loan applicants, reviews credit bureau reports, prepares all loan documentation, and inputs information into computer. Explains all documentation and procedures accurately to our members. Follows-up with members as appropriate. Assists members with opening and closing accounts, as well as notifying members of denied loan requests. While maintaining a positive member experience, focusing on overall member satisfaction and company net promoter score
Working with other lending support areas of the company, assisting members with basic loan servicing questions and needs. Submitting helpdesk tickets, completing forms and paperwork, and advising members on servicing needs
Prepares analytical reports in MS Excel for management summarizing leads, and applications, generated through the member contact activities. Effectively communicates results and concerns with supervisor through one-on-one meetings
Remains cognizant of any updates regarding lending and basic loan servicing knowledge. Attends Credit Union required lending trainings, in addition to Contact Center Engagement refreshers and trainings
Qualification
Required
High School diploma or equivalent required (GED)
Must show strong initiative and be able to communicate effectively in person, over the phone, and in writing
Must have excellent interpersonal skills and strong attention to detail
Must be comfortable with working with members over the phone as a primary responsibility
Must have experience reading and interpreting consumer credit reports and have proven analytical ability to determine member financial condition
The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc
Ability to function in a financial institution environment
Preferred
Minimum two years financial institution and/or call center experience preferred
Previous lending, or member/customer service experience preferred
Previous sales experience strongly preferred
Benefits
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
Company
Apple Federal Credit Union
Apple Federal Credit Union is a banking firm that provides financial services, loans and personalized services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Andy Grimm, CPA
President/CEO
Christopher Cooper, CPA
CFO
Recent News
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