Member Outbound Specialist

Advia Credit Union•Kalamazoo, MI

10d•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
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 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.

Nice To Haves

Proficiency testing is required, with a specific need for Spanish language proficiency.
Advia offers a bilingual premium for this role. This premium acknowledges and compensates bilingual employees who regularly use their language skills to assist our members.

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.