New

Assistant Manager Member Solutions Center- Lynchburg, VA

Apple Federal Credit Union

paid time off, tuition reimbursement, 401(k)

United States, Virginia, Lynchburg

May 14, 2025

Exciting news! Apple Federal Credit Union is expanding to Lynchburg, opening an on-site call center in the heart of Main Street to support our existing team in Northern Virginia.

We're on a mission to improve lives and fulfill dreams, and we want YOU to be a part of it!

We're hiring an Assistant Manager Member Solutions Center to join our team starting July 7, 2025. This is a full-time, role with paid training and fantastic benefits.

Hours of operation are:

Monday-Friday: 8 a.m. to 6 p.m.
Saturday: 9 a.m. to 1 p.m.

Position is on-site, offering a great opportunity to build connections and grow with a team that truly cares.

Join our Lynchburg team and help bring Apple FCU's exceptional service to members. We can't wait to welcome you aboard!

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 a USA Today Top Workplace in 2025
Named a Top Workplace by The Washington Post in 2024
Diverse, friendly work environment, progressive management staff
24 branches in Virginia

Role:

Under general supervision, but following established policies and procedures, manages day to day Member Service Center operations to drive business results, ensure productivity goals are met or exceeded, and meet member needs. Develops, coaches, trains, and evaluates team members. Responsible for staffing and scheduling to support Credit Union, Service Delivery Department, and Member Solutions Center goals and initiatives through implementation of directives, policies, procedures, quality standards, projects, and process improvements. Collects and analyzes Member Solutions Center performance data and prepares reports as directed. Displays a thorough understanding of Apple Federal Credit Union's Vision and Mission Statement. May serve as a mentor to, and benchmarks with, peers, inside and outside the credit union to share knowledge and best practices. 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 duties as assigned by the Member Solutions Center Management Team.

Essential Functions & Responsibilities:

Responsible for supervising Member Solutions Center Specialists to assure a trained, motivated, and professional staff capable of providing services in a timely and accurate manner.
Proactively coaches and develops employees and finds formal and informal opportunities to share experience, boost sales and services, and increase expertise and knowledge. Tailors coaching, training, and development to team members, providing specific and actionable recommendations. Provides regular and scheduled feedback on job performance. Monitors calls for quality and accuracy as well as member loyalty and engagement.
Collects and analyzes information such as performance metrics including ACD data, outputs, and reports, and communicates relevant information. Recommends improvements based on metrics and data to improve overall performance, results, and customer experience. Prepares reports on MSC performance as instructed by the Member Solutions Center Management Team.
Remains current on new products and services and disseminates information to staff. Keeps abreast of new rules and regulations that may impact MSC Operations. Ensures that staff are knowledgeable of all credit union products and services. Ensures policies and procedures regarding security, clean desk, passwords protection, Insight etc. are followed as per Credit Union guidelines. Serves on enterprise and local projects as team members and a voice for the Member Solutions Center and the member.
Serves as administrator on a variety of Member Solutions Center systems to include but not be limited to, phone system, Insight, Operative Intelligence, etc.

Develops, promotes, and maintains collaborative working relationships among team members and other departments, and proactively addresses potential issues/conflicts. Provides feedback and recommendations as part of a team, project or committee that will help improve the member experience.
Helps resolve escalated member issues and uses discretionary authority to approve exceptions to procedures to resolve issues. Monitors member feedback on a regular basis and communicates as appropriate.

Experience:

Five years to eight years of similar or related experience. Two years supervisory experience required; previous call center supervisory experience preferred. Experience coaching employees, preferably some experience monitoring calls for service quality.

Education:

A high school education or GED. Associates degree in Business, Finance, or other field related to working in a financial institution preferred, four-year degree in related field desirable.

Other Skills:

Demonstrated knowledge of quality assurance, member service, and banking. Must have a thorough understanding of ACD metrics a must.

Physical Requirements:

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

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.