Member Outreach Specialist

TTCU • Tulsa, OK

1d

About The Position

Conduct research through various means and utilize findings to reach out to Members to acquire, retain, deepen and manage relationships with our Members. Responsible for generating growth in products, services and balances through the sale and referral of products utilizing a proactive and disciplined approach. Proactively meet with Members, primarily over the phone, to discover their financial needs and provide product and service recommendations. Communicate the programs offered by TTCU The Credit Union in a manner that reflects the highest standards of professional member service with confidential discretion and encourage Members to further expand their use of TTCU. Follows all applicable regulations, including Bank Secrecy Act, and Anti-money Laundering. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act. Supervises: None Essential Job Functions and Responsibilities 40% Using the Member data, contact Members to discuss the benefits of TTCU's products and services, build long- term Member relationships and generate closed sales. Cross-sells a full range of consumer products/services to existing and potential members through proactive techniques such as outbound calls. Prospects may be generated through the marketing department database, inbound contacts or personal referrals. 25% Research and analyze information from Member records, Marketing Research Analyst data mining, along with any additional sources needed to determine what additional products and services Members would benefit from. 20% Build caring relationships and earn the trust of TTCU members by providing accurate, thorough answers to member questions via phone, call queues and/or member facing, utilizing various resources including handouts, peers and supervisors. 15% Assist members with loan applications including gathering the information, auditing for completeness and keeping an open line of communication between TTCU and the member keeping them informed on approvals and denials. Call the member to provide the determination and answer any questions or concerns that may arise.

Requirements

• Associates degree preferred
• Must have and maintain a valid driver's license
• Ability to qualify and maintain Oklahoma Resident Limited Producer License (NMLS)
• Proven ability with negotiation and sales /2 Year Intermediate Position
• Intermediate knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint and Outlook)
• Ability to navigate the Internet using Microsoft Internet Explorer
• Well developed research skills, excellent analytical and critical thinking skills and the ability to identify, review and communicate appropriate recommendations
• Ability to learn proprietary computer software such as FSP, OnBase, Touché and Cisco Agent Desktop
• Follow policies and procedures; support organization's goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules
• Advanced level of written and verbal communication skills with a special emphasis on telephone etiquette required to effectively interface with members and employees.
• Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity and tact at all times.
• Exceptional listening skills with the ability to comprehend and analyze conversations to better identify member needs
• Ability to function effectively within a group or team.
• Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Responsibilities

• Using the Member data, contact Members to discuss the benefits of TTCU's products and services, build long- term Member relationships and generate closed sales.
• Cross-sells a full range of consumer products/services to existing and potential members through proactive techniques such as outbound calls.
• Research and analyze information from Member records, Marketing Research Analyst data mining, along with any additional sources needed to determine what additional products and services Members would benefit from.
• Build caring relationships and earn the trust of TTCU members by providing accurate, thorough answers to member questions via phone, call queues and/or member facing, utilizing various resources including handouts, peers and supervisors.
• Assist members with loan applications including gathering the information, auditing for completeness and keeping an open line of communication between TTCU and the member keeping them informed on approvals and denials.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees