Contact Center Engagement Advisor I/II (Outbound)

Apple Federal Credit Union•George Mason, VA

13d

About The Position

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.

Requirements

Minimum two years financial institution and/or call center experience preferred.
Previous lending, or member/customer service experience preferred.
Previous sales experience strongly preferred.
High School diploma or equivalent required (GED).
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.
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.
Most be comfortable with working with members over the phone.
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.

Responsibilities

Working 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.
Acts as a trusted lending advisor and utilizes AWIS principles in all interactions with members and potential members.
Establishes and develops member relationships through telephone communications and maintains the members’ best interests.
Qualifies members for appropriate products and services.
Seeks 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.
Achieves daily, weekly, monthly, and other call and sales goals.
Processes member loans, membership applications and credit reviews by phone and video: Interviews and qualifies loan applicants, reviews credit bureau reports, prepares all loan documentation, and inputs information into computer.
Explains all documentation and procedures accurately to our members.
Follows-up with members as appropriate.
Assists members with opening and closing accounts, as well as notifying members of denied loan requests. While maintaining a positive member experience, focusing on overall member satisfaction and company net promoter score.
Working with other lending support areas of the company, assisting members with basic loan servicing questions and needs.
Submitting helpdesk tickets, completing forms and paperwork, and advising members on servicing needs.
Prepares analytical reports in MS Excel for management summarizing leads, and applications, generated through the member contact activities.
Effectively communicates results and concerns with supervisor through one-on-one meetings.
Remains cognizant of any updates regarding lending and basic loan servicing knowledge.
Attends Credit Union required lending trainings, in addition to Contact Center Engagement refreshers and trainings.