Member Outbound Specialist

Advia Credit Union • Kalamazoo, MI

7d • $23 - $27 • Hybrid

About The Position

The most essential function of this position is to proactively engage with our members through outbound calling efforts to create an impactful member experience. Putting the members needs first by recommending products and services will be this position main priority. The ideal candidate will have a strong internal drive to succeed, be able to work in a call center setting, and have an advisor mentality to member service. This is accomplished by providing outstanding service to both internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.

Requirements

• Three years to five years of similar or related experience, including preparatory experience.
• A high school degree or equivalent
• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
• Must be capable of climbing/descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be able to work extended hours whenever required or requested by management.
• Must by capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
• Must be able to perform job functions with supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform basic mathematical calculations with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on confidential matters.

Responsibilities

• Place outbound calls to sales prospects and advise potential members to close on recommended product or service. This includes following up on Synapsis and indirect channel prospects.
• Interviews existing and potential members by telephone, and explains specific services, products and policies.
• Identifies members' needs and cross-sells Credit Union services and products in an appropriate, professional manner, meeting Credit Union standards.
• Performs lending functions and offers lending solutions of all varieties including HELOC and Business Lending.
• Solves problems and answers member questions over the phone by listening, collecting data, securing answers, and following up to resolve the matter to the satisfaction of the inquiring party.
• Discusses confidential personal financial circumstances with members as needed.
• Completes all documents for various products and services.
• Processes all transactions pertaining to the maintenance, changes, and adjustments of products and services.
• Back up the Member Contact Specialist by receiving inbound calls including transferred sales prospects and calls from current and potential members.
• Counsels members regarding money management and financial matters.
• Counsels members whose loan requests were denied, explaining reasons and alternatives.
• Opens new accounts, prepares all paperwork accurately and assists the member with the signing of documents necessary to process.
• Verifies information and ensures all new accounts are processed properly.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Benefits

• Medical, dental, and vision insurance to keep you and your family healthy.
• 401(k) with company match, life insurance, and disability coverage.
• Generous paid time off (PTO), paid holidays, and paid parental leave.
• Learning and development programs, plus tuition reimbursement to support your career journey.
• Free Telemedicine
• Employee Assistance Program (EAP)
• Wellness initiatives
• Paid Community Action Volunteer Hours
• Parental Leave and Tuition Reimbursement are available after one year of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees