Contact Center Onboarding Advisor I

About the position At Apple Federal Credit Union, we’re more than a financial institution; we’re a community-focused organization powered by passionate people. With 24 branches across Northern Virginia and a proud legacy of service, we’re committed to improving the lives of our members and the communities we serve. We believe our employees are our greatest asset. That’s why we foster a supportive workplace culture that values inclusiveness, innovation and growth. Whether you’re just starting out or advancing your career, you’ll find opportunities for professional development, mentorship and meaningful impact. Operates under general supervision and in accordance with established policies and procedures to perform outbound telephone outreach aimed at acquiring new memberships. Provides guidance to members and prospective members in understanding and effectively utilizing credit union products and services. 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. Performs other job duties as assigned by the Manager, Contact Center Onboarding or above.

Responsibilities

• Following the completion of the new member onboarding process, actively develops a meaningful connection through robust interviews and product recommendations made in the best interest of our newest members. Qualifies new members for appropriate products and services and works to close the sale on those beneficial to the members and in accordance with assigned goals.
• Initiates proactive outbound telephone outreach to new membership prospects and applicants. To collect required documentation needed to complete the membership application process. Reviews and validates documentation to meet credit union guidelines.
• Responsible for ongoing contact with existing members along with follow-ups to assigned lead sources. Attempts to strengthen member relationships with Apple FCU by helping them to maximize their credit union benefits. Actively seeks referrals for new business and identifies opportunities to increase online new membership volume.
• Responsible for processing and follow-up on assigned tasks related to member requests such as queue work, help desk and shared inbox.
• Achieves individual daily, weekly and monthly goals. Seeks to enhance team’s progress toward shared goals by referring new business to other areas of the Credit Union, including Commercial Services, Mortgages, and Apple Financial Services. Provides strategic insight as requested.
• Prepares and shares monthly analytical reports in MS Excel for management.
• Ensures all work follows Apple Federal Credit Unions Policies and Procedures.
• Remains cognizant of updates regarding new member identification and processing, seeking clarification where needed. Maintains a basic knowledge of Apple FCU’s Products and Services.
• Attends required credit union training as well as Contact Center Onboarding team refresher and training sessions.

Requirements

• Minimum two years in a financial institution customer service or sales capacity preferred.
• HS diploma or equivalent required (GED).
• Has the proven ability to sell over the phone.
• Ability to interact effectively in a group or individual situations with all levels of educational or Credit Union staff members.
• The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

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.

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