Online Membership Team Lead

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:

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

Position Summery:

Under general supervision, but following established policies and procedures, the Online Membership Team Lead is responsible for overseeing the day-to-day operations of the Online Membership team, acts as a subject matter expert in the field of new membership, and provides coaching and general guidance to the Online Membership team. Facilitates activities in alignment with serving as a sales and service ambassador to credit union members and non-members through outbound call efforts, including phone calls and emails. Act as a trusted advisor by offering Apple products and services that meet members' financial needs. Achieves and strives to exceed sales targets. Facilitates completion of necessary paperwork and tracking towards team goals. 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 of Online Membership and the AVP or Director of Digital Solutions.

Responsibilities:

• Oversees the nCino New Member process, delegating the work related to new members applications as well as helps to review and delegate membership-related items via email, voicemail, and helpdesk
• Acts as a trusted advisor and utilizes Integrity Selling principles in all interactions with members and potential members. Establishes and develops member relationships through outbound communications and maintains the members' best interests. Qualifies member for appropriate products and services. Seeks to close sales of products and services that are beneficial to both the member and the Credit Union in accordance with sales expectations and goals
• Performs regular call reviews with advisors, listening for coaching opportunities and feedback and relaying that feedback to advisors
• Oversees debit card requests, adding joint members, and other service-related request queues that house requests from New Memberships or Online banking
• Achieves individual daily, weekly, monthly, and other call and sales goals and coaches others towards their achievements
• Coaches team on meeting sales, member service, and productivity targets by effectively assessing member needs, offering first call resolution of issues, overcoming objections, and actively promoting and selling products to targeted members
• Oversees training and refreshers for the Online Membership Team
• Maintains and updates sales tracking tools and provides guidance to Advisors as necessary
• Prepares analytical reports in MS Excel for management, summarizing leads, applications, and closing ratios generated through call activities. Contributes to the administration of the new membership system by assisting with managing the Kanban Board and Helpdesk tickets regarding the system.
• Administers the Membership Help Desk for member-facing requests, ensuring all tickets are assigned to and worked by Advisors in a timely manner
• Performs other job duties as assigned by management.

Qualifications-all required unless otherwise noted:

• Minimum 3 Years of relevant sales experience required.
• Must demonstrate effective listening skills and have the proven ability to be detail-oriented while providing a member-focused experience. Extensive experience with telephone contact. Experience in coaching or guiding employees, preferably within a sales environment. Experience with auditing documents and accounts.
• HS Diploma or equivalent required.
• Ability to use interpersonal, communication skills effectively in a team environment. Ability to perform all job functions in an accurate, timely and professional manner. Ability to understand and to carry out detailed written or oral instructions. Must be able to work in a fast-paced environment and be able to shift gears with little notice. Must be able to work independently.
• PC proficient, including MS Office Suite and web-based solutions. Must possess excellent organizational, interpersonal communication and time management skills, and demonstrate an ability to work independently and with personal initiative Strong attention to detail and excellent written and verbal communication. Ability to function in a financial institution environment. Ability to adapt to a busy work-environment and limit/avoid distractions.
• The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

Employment Type: Full-Time Hours: 9:00AM - 5:30PM; Saturday's as well

Location: 4097 Monument Corner Drive, Fairfax, VA 22030

*** 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. ***