Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including 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:

• Top Workplaces by the Washington Post 2023
• Top Workplace USA 2023
• American Banker Best Credit Unions to Work For 2023
• friendly work environment, progressive management staff
• branches in Northern Virginia with easy commuting distance

Role:

Under the general guidance of the Senior Vice President of Retail Delivery, responsible for the day-to-day operation of the Member Service Center and Digital Services departments to include staffing, scheduling, productivity, service levels, and sales. Updates and develops Member Service Center and Digital Services policies and procedures; performs project management duties on Member Service Center/Digital Services projects. 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 Administrative, Member Services, and Managerial duties as assigned by the Senior Vice President of Retail Delivery.

Essential Functions & Responsibilities:

• Directs the activities of the Member Service Center and Digital Services Departments to ensure Apple FCU members receive superior service from a trained, motivated, and professional staff by via telephone and digital channels. Develops action plans to correct any noted deficiencies.

• Monitors activity within the departments to ensure service expectations are being met consistently. Establishes and maintains key metrics that measure overall performance of each department in meeting member's needs. Develops proactive plans and approaches to meet identified needs.

• Establishes sales and cross-sales goals for the Member Service Center and Digital Services Departments. Holds staff accountable in reaching the sales targets through the establishment of review goals that mirror the expectations.

• Ensures regular, ongoing feedback is being provided to staff by the leaders in these areas.

• Ensures that all staff members are knowledgeable of Apple FCU products and services, including all features and benefits, forms, operational procedures, lending guidelines, data input, telephone techniques, rates, etc. Ensures all staff members are up-to-date on any changes impacting the delivery of member services.

• Analyzes Member Service Center and Digital Services statistical information, provides monthly reports on major benchmark measurements. Establishes achievable stretch goals and motivates employees to reach goals.

• Interviews, schedules, assigns work, ensures proper staff training, establishes performance expectations, and monitors results. This includes developing staff in their current position as well as for promotional opportunities. Maintains required personnel documentation used to monitor staff performance. Coaches and counsels staff as necessary.

• Oversees Member Service Center Loan Department. Through the Director of MSC Lending Operations, reviews work of Member Account Specialists to ensure compliance with Apple FCU policies and procedures, accuracy, and completeness. Responsible for ensuring that all loan applications received by Member Service Center on a daily basis are initially processed, decisions and/or disbursed within the credit union standard of service timeframe.

Experience:

• Five years' experience in Member Service Center management role with strong knowledge of phone systems and Member Service Center metrics.
• Minimum five years of financial institution experience required.

Education: Bachelor's degree required, preferably in Business, Finance, or related field.

Other Skills

• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Experience and proven ability to positively develop employees through coaching, motivation, action plans, and when necessary, progressive discipline.
• Knowledge of credit union products, services, policies, and procedures preferred.
• Knowledge of financial institution core processing systems and Customer Relationship Management systems desirable.

*** 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. ***