Outbound Telebanker

Contact Center•Rochester, NY

11h•Hybrid

About The Position

Outbound Telebankers make outbound calls focused on purpose-driven topics that help customers achieve their financial goals. The position calls for strong communication skills, a customer-centric approach, and a passion for driving positive outcomes through sales. Successful candidates build rapport, understand customer needs, and provide tailored solutions to support customers’ financial well-being. The role is eligible for an incentive compensation plan. The position focuses on employee development and experience, customer experience, operational excellence, and financial impact. Telebankers continue developing their skills, share feedback and customer trends, participate in coaching, and work reliably both independently and with support as needed. They use approved call behaviors and standards, recommend suitable products, process transactions accurately, follow up with customers, and document feedback. They use system tools and procedures to provide accurate information and resolve customer issues. They also apply knowledge of ESL products and services to recommend and fulfill suitable solutions while meeting individual sales targets and complying with regulatory and disclosure requirements. The position is scheduled for 40 hours per week, Monday through Friday, generally 8:00 a.m. to 5:00 p.m., with one shift per week ending at 6:00 p.m. Flexibility is required to meet current and future business needs. It is remote eligible for up to 40% of the time. Pay is $27.62 per hour.

Requirements

High school diploma or equivalent.
3–5 years of experience in the retail or financial services industry.
Broad understanding of financial services products and services.
Comfort and success making outbound calls for sales opportunities.
PC proficiency.
Excellent verbal, written, and critical-thinking skills.
Ability to work independently.
Proficiency in building customer and peer relationships.
Must submit an application and fingerprints to the NMLS and successfully register as an MLO through ESL.
Demonstrated alignment with ESL’s Core Values, mission, vision, and purpose.

Nice To Haves

Completion of ESL BEST training.
Retail sales experience.
Financial services experience in banking, insurance, or investments.
Professional service experience, such as server, bartender, or cosmetology work.

Responsibilities

Make outbound calls about purpose-driven topics that help customers achieve their financial goals.
Build rapport, identify customer needs, and recommend tailored products and services.
Continue developing job skills, participate in coaching, accept and offer feedback, and share member trends and improvement opportunities.
Follow approved customer-experience behaviors, call standards, and phone metric guidelines.
Process transactions, deposit account openings, and loan applications accurately.
Follow up with customers to build trust and ensure issues are resolved to their satisfaction.
Document customer feedback in the Voice of Customer database.
Use system tools, procedures, support lines, and leadership to provide accurate information and resolve customer issues.
Comply with regulatory and disclosure requirements.
Achieve individual sales targets across all business lines.