Outbound Telebanker

ESL Federal Credit Union•City of Rochester, NY

1d•Hybrid

About The Position

Outbound Telebankers make outbound calls focused on purpose-driven topics that help customers achieve their financial goals. The role requires strong communication skills, a customer-centric approach, and a passion for supporting positive customer outcomes through sales. Successful candidates build rapport, understand customer needs, and provide tailored financial solutions. Incumbents are eligible to participate in an incentive compensation plan. The position supports employee and customer experience, operational excellence, and financial impact. Telebankers develop their skills, identify and share customer trends and feedback, follow call standards and procedures, accurately process transactions, and use product knowledge to recommend appropriate solutions. The role also includes meeting individual sales targets across business lines.

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.
Complete an application and fingerprinting through the NMLS and successfully register as an MLO through ESL.
Demonstrate 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 worker experience, such as server, bartender, or cosmetology.

Responsibilities

Participate in Voluncare and model ESL’s core values.
Engage in continuous self-development, coaching, and constructive feedback.
Fulfill job responsibilities reliably and work independently while recognizing when to seek assistance.
Recommend products by asking needs-defining questions to help customers achieve financial goals.
Adhere to Contact Center Call Center Standards and phone metric guidelines.
Process transactions accurately and comply with regulatory and disclosure requirements.
Follow up with customers in a timely manner to build trust, resolve issues, and ensure customer satisfaction.
Document customer feedback in the Voice of Customer database.
Use system tools, support lines, leadership, and procedures to provide accurate information and resolve problems.
Recommend and fulfill products and services that support customers’ financial goals.
Accurately open deposit accounts and process loan applications.
Achieve individual sales targets across all business lines.
Identify customer trends and share feedback to surface opportunities to improve customer and employee experiences.