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Member Relationship Specialist/ Outbound Sales - Exton, United States - Citadel Federal Credit Union
4 weeks ago
Description
Function
The Member Relationship Specialist is responsible for delivering exceptional service to customers primarily through outbound calls to promote and sell Citadel's products and services.
The Member Relationship Specialist provides customers with convenient options to manage their accounts and product solutions that meet their financial needs.
Through quality interactions that exceed customer expectations and are rooted in Citadel's guiding principles, the incumbent will establish a solid foundation of trust with each customer thereby positioning Citadel as the best choice for all their banking needs.
The Member Relationship Specialist is responsible for responding to routine and complex customer inquiries regarding the products and services as well as carrying out the duties and responsibilities listed below.
Proactively contact current customers by telephone and electronic channels in support of various campaigns that are focused on expanding their Citadel relationship through products and services that meet their financial needs.
Maintain advanced knowledge level of Citadel's product lines in order to effectively recommend appropriate products and troubleshoot service issues.
Discover customer needs through conversations, questions and a review of accounts while promoting and cross-selling products and services.
Provide technical support and troubleshoot Citadel's digital products, such as online banking, mobile app, and bill pay.
Generate qualified referrals to other departments for assistance with investments, business loans, and insurance requests to ensure the best customer experience possible.
Increase and promote loan volume by cross-selling loan products to existing and prospective customers. Responsible for originating all loan types offered by Citadel to meet annual loan goal.Accurately complete customer transactions while maintaining confidentiality.
Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving customer issues.
On a limited basis, service inbound calls to support the Inbound Contact Center
Comply with all Contact Center policies, processes and procedures.
Meet and comply with all requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.
Remain compliant with the Bank Secrecy Act by completing annual BSA training.Perform other duties as assigned.
Qualifications and Education Requirements
Work Experience
2+ years of retail, sales and customer service experience required.
Experience working in an outbound sales Call Center is highly preferred
B-lingual preferred
Experience in driving new business to meet monthly sales goals is highly preferred
Excellent listening and verbal communication skills (tone, pace, volume, enunciation, pronunciation, etc,)
Education
High school diploma or equivalency
College Degree preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR c)
