MSC Specialist - Virtual Support II

Why Join Apple?

At Apple FCU, we take pride in our strong community ties and our commitment to workplace diversity. Our employees are at the heart of our success, and we actively support their professional development and career journeys. As part of our comprehensive benefits package, we offer: health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

• Named Top Workplaces by the Washington Post 2024
• Named Top Workplace USA 2024
• Named American Banker Best Credit Unions to Work For 2024
• Diverse, friendly work environment, progressive management staff
• 25 branches in Northern Virginia with easy commuting distance

Position Summary:

Under general supervision and in accordance with established policies and procedures, the Virtual Support Specialist assists members through virtual communication channels-including live chat, secure messaging, and email-regarding a wide range of account-related inquiries. This includes balance questions, fund transfers, and general service support. The Virtual Support Specialist responds to both member and internal staff inquiries about Credit Union services, delivering accurate information with professionalism and care. They are responsible for researching and resolving complex issues, recommending solutions, and de-escalating concerns to ensure a positive member experience. Strong interpersonal and written communication skills are essential, as is the ability to represent the Credit Union in a courteous, empathetic, and professional manner in a written-based environment. The Virtual Support Specialist performs all responsibilities in alignment with The Apple Way principles: Team Up, Serve with Purpose, Challenge Yourself, and Own It. They remain fully aware of and compliant with all applicable Credit Union policies, procedures, and federal regulations, including those related to the Bank Secrecy Act. Additional administrative and member-support tasks may be assigned by the Member Solutions Center Management team, as needed.

Essential Functions & Responsibilities:

• Engages with members through virtual channels (e.g., live chat, secure messaging, email) in a courteous and professional manner. Delivers accurate information regarding Credit Union services, products, policies, and procedures, and provides guidance on relevant federal regulations. Works toward first-contact resolution by addressing member concerns promptly and effectively.
• Handles a variety of loan servicing requests via chat, including inquiries about due dates, payments, principal balances, payoff amounts, balance transfers, and vehicle title status.
• Identifies and recommends appropriate Credit Union products and services based on the members' needs.
• Ensures account security by following virtual identity verification protocols, remaining vigilant for signs of phishing or suspicious activity, and using sound judgment when processing virtual requests.
• Updates and maintains accurate member records in accordance with policy, ensuring thorough documentation and timely follow-up within the chat and messaging platforms.
• Investigates and resolves member inquiries using available digital tools and resources, escalating complex issues when necessary while maintaining a seamless member experience.
• Supports the onboarding and training of new (xx) by sharing knowledge, best practices, and assisting with shadowing opportunities in the virtual environment.
• Supports Member Solutions Center during increased call volume and any other duties assigned by the leadership of the Member Solutions Center.

Knowledge and Skills:

Experience: Minimum two years' financial institution experience and/or call center experience.

Previous telephone and/or chat sales/service experience.

Previous teller, lending, or member/customer service experience preferred.

Ability to work in a fast-paced environment.

Education: High school diploma or equivalent (GED). AA or bachelor's degree preferred.

Interpersonal Skills: Excellent interpersonal communication skills as well as analytical and problem-solving skills.

Other Skills Excellent written and verbal communication skills.

Thorough knowledge of Credit Union policies, products and programs.

Ability to cross-sell credit union products and services.

Multitasking: Ability to handle multiple chat windows simultaneously and work tickets in Message Center+

High attention to detail.

Typing speed of 50 WPM.

PC proficient including Microsoft Word/Windows/Excel.

Ability to learn and utilize a variety of software programs.

Physical Requirements: The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

Work Environment: Ability to function in a financial institution environment.

*** 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. ***