The Member Services Specialist - Sales is responsible for delivering a world class experience to our members thru multiple mediums through incoming and outbound phone calls, chat services, and emails while focusing on deepening member wallet share through sales generating activities. The MSS - Sales follows required policies and procedures to ensure that member inquiries are resolved as necessary while proactively seeking additional business from our members.
Key Responsibilities:
1. Adheres to the FHCU Service Standards as established.
2. Follows authentication procedures as required to verify and establish confirmation of member's identity during all phone calls.
3. Engages members in dialogue to obtain information regarding their financial needs and recommends the appropriate product or service based on those needs.
4. Conducts phone calls and follows up with written communication when necessary to all new and existing members addressing any questions and making members aware of credit union promotions and additional products and services.
5. Participates in outbound calling efforts to generate new opportunities for members financing needs and increasing products and services per household.
6. Assists with, and/or handles various communication mediums including chat, Kasasa info requests, etc. as assigned.
7. Assists with, and/or handles processing online new account requests and online loan requests as applicable.
8. Meets established sales goals using various sales techniques while also meeting other Leadership defined metrics.
9. Processes loan applications, sets up disbursement dates and assists with obtaining all required documents for loan closings.
10. Assists with inbound and outbound call handling activities including performing monetary transactions for members as requested as applicable.
11. Assists in the preparation of reports and reporting results as applicable.
12. Responsible for executing the following tasks on behalf of members: all financial and non-financial transactions, account research, subaccount openings/closings, decedent accounts, check withdrawals, transfers, wire and western union requests, account updates, stop payments, check orders, general inquiries, and all other credit union related functions.
13. Achieves assigned goals related to meeting members lending needs, financial needs, and service metrics related to First Harvest Direct operations.
14. Responsible for the direct training of new team members joining the department.
15. Promotes the credit union's member service delivery methodology and philosophy to department staff.
16. Resolves member issues within level of authority assigned, escalating to a supervisor when necessary.
17. Provides assistance to Member Services Specialist - Service level employees with member issues and/or functions performed within the department.
18. Makes recommendations to supervisor for improvements within the department that would result in improving the delivery of service to the membership.
19. Participates in available credit union self-development education programs and required compliance courses through self-study and the credit union's training department.
20. Performs other duties as assigned.
Qualification Requirements
Educational/Training Requirement:
1. High School Diploma or GED
2. Associates Degree preferred
Experience:
1. Two (2) or more years of experience in a call center environment
2. Two (2) or more years of experience in a customer service role within a financial institution
3. One (1) or more years of sales experience in a financial institution, advanced sales skills preferred
Skills & Competencies:
1. Bilingual (Spanish & English) preferred - Ability to effectively communicate with Spanish-speaking members and team members
2. Availability to work Saturdays with another scheduled day off during the week
3. Thorough knowledge of credit union services, policies, procedures and banking regulations
4. Highly proficient in written communication and interpersonal skills
5. Exceptional customer service skills and ability to resolve issues
6. Basic mathematical aptitude
7. Ability to multitask and work in a fast paced environment
8. Intermediate to advanced knowledge of sales principles
9. Exhibits professionalism and remains poised during interactions with others that may involve escalated emotions
10. Ability to train and coach others
Physical Requirements:
The physical demands require a person to remain seated for up to ten (10) hours per day and perform repetitive hand movements on a keyboard.
Americans with Disabilities Act (ADA):
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of the position. If you need to request an accommodation please contact Human Resources at 856-232-9000 ext. 5104 or via email to HR@firstharvestcu.com.
First Harvest Credit Union is an Equal Opportunity Employer/Veterans/Disabled
#J-18808-Ljbffr