Contact Center Engagement Advisor I/II (Outbound)

Contact Center Engagement Advisor I/II (Outbound) Regular Full-Time Headquarters, Fairfax, VA, US 3 days ago Requisition ID: 3091 Why Join Apple Federal Credit Union 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. Why Work at Apple FCU Recognized as a USA Top Workplace (2025) and Top Workplace by The Washington Post (2024) Collaborative, welcoming environment with forward-thinking leadership Medical, dental and vision coverage 401(k) with employer match Paid time off and 11 paid federal holidays Tuition reimbursement and ongoing training opportunities Role Operates under general supervision and established policies and procedures to serve as a trusted sales and service ambassador, assisting Credit Union members and non-members through call efforts and video appointments pertaining to consumer loan applications. Acts as a trusted advisor by offering Apple products and services that meet members’ financial needs. Answers questions concerning services provided by the credit union from members and staff. Completes all necessary paperwork to set up new loans, products, and services including processing loan applications. Achieves and strives to exceed sales targets. Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous, professional manner. Performs duties and responsibilities in accordance with The Apple Way principles: 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 sales, service, and lending support-related duties as assigned by the Supervisor of the Contact Center Engagement Outbound team. Essential Functions & Responsibilities Work 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. Act as a trusted lending advisor and utilize AWIS principles in all interactions with members and potential members. Establishes and develops member relationships through telephone communications and maintains the members’ best interests. Qualify members for appropriate products and services. Seek 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. Achieve daily, weekly, monthly, and other call and sales goals. Process member loans, membership applications and credit reviews by phone and video: Interview and qualify loan applicants, review credit bureau reports, prepare all loan documentation, and input information into computer. Explain all documentation and procedures accurately to members. Follow up with members as appropriate. Assist members with opening and closing accounts, as well as notifying members of denied loan requests. While maintaining a positive member experience, focus on overall member satisfaction and company net promoter score. Work with other lending support areas of the company, assisting members with basic loan servicing questions and needs. Submit helpdesk tickets, complete forms and paperwork, and advise members on servicing needs. Prepare analytical reports in MS Excel for management summarizing leads, applications, generated through the member contact activities. Effectively communicate results and concerns with supervisor through one‑on‑one meetings. Remain cognizant of any updates regarding lending and basic loan servicing knowledge. Attend Credit Union required lending trainings, in addition to Contact Center Engagement 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 required (GED). Interpersonal Skills Must show strong initiative and be able to communicate effectively in person, over the phone, and in writing, have excellent interpersonal skills, and strong attention to detail. Other Skills 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. Must be comfortable with working with members over the phone. Physical Requirements 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. 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. #J-18808-Ljbffr Apple Federal Credit Union