Contact Center Engagement Advisor I/II (Inbound)

Role:

Under general supervision, but following established policies and procedures, serves as a sales and service ambassador to Credit Union members and non-members through call efforts, including phone calls and emails pertaining to consumer loan applications. Acts as a 'trusted advisor' by offering Apple products and services that meet members' financial needs. Achieves and strives to exceed sales targets. Completes all necessary paperwork to set up new loans, products, and services including processing loan applications. Assists members with basic loan servicing requests. Makes recommendations for loan decisions. 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. Ensures that members receive prompt and courteous service through a pleasurable and convenient application process in an omni-channel environment. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act including completing CTR reports when applicable, reporting suspicious activity via SAR when applicable and completing annual training. Perform other sales, service, and lending support-related duties as assigned by the Assistant Manager of MSC Lending Operations.

Essential Functions & Responsibilities:

• Working as part of the Contact Center Support Services, receives 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 integrity with every sale and service in all interactions with members and potential members.
• Establishes and develops member relationships through an omni-channel environment and maintains the members' best interests. Qualifies member 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 contact and sales goals.
• Processes member loans by phone: 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, including loan products, as well as notifying members of denied loan requests. While maintaining a positive member experience, focusing on overall member satisfaction and company reputation. Working with other lending support areas of the company, assists members with basic loan servicing questions and needs. Submitting helpdesk tickets, completing forms and paperwork, and advising members one servicing needs. 
• Prepares analytical reports in MS Excel for management summarizing leads, 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 MSC Lending Operations refreshers and trainings.

Knowledge and Skills: 

Experience:

Minimum two years financial institution and/or call center experience preferred. Previous lending, or member/customer service experience preferred. Previous sales experience strongly preferred. 

Education: 

High School diploma or equivalent (GED). Associates degree preferred.

Interpersonal Skills: 

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Location: Fairfax, VA

Schedule: Hybrid

Shift: 9:30am-6:00pm- Rotating Saturdays

Fluency in English and Spanish preferred

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.