Member Experience Specialist - Outbound

Description

We are Addition Financial, a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits don't drive us and never have. Since 1937, we've been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen. We're looking for people who not only want to do meaningful, challenging work, but who also have a heart for service. If this sounds like you, keep reading and we'll dive into the specifics! 

SUMMARY:

We’re thrilled to share an exciting new opportunity for motivated and driven professionals who want to make a measurable impact in the lives of our members and the communities we serve. As a Relationship Specialist on our newly created Outbound team, you will engage directly in promoting financial education and success by identifying and learning about our members' needs, teaching them about emerging digital and financial solutions offered by the credit union, and continuously working to improve the lives of our members through exceptional service delivery - all while demonstrating absolute integrity in everything you do. By cultivating, maintaining, and enhancing relationships over the phone and through electronic communication channels, you will deepen member loyalty, cross-sell appropriate products, and help establish Addition Financial as the premier financial services provider in Central Florida and beyond.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform outbound calls to generate new business and deepen member relationships. 
• Enthusiastically promote and cross-sell financial products and services, including ancillary products such as CL/DI, GAP, and extended Warranty coverage.
• Self-source opportunities by building a sustainable book of business; create follow up for future relationship deepening opportunities; seek referrals from new and existing members
• Interpret, analyze, and cross-sell from credit reports, account records, and campaign lists.
• Establish and maintain a positive advisory relationship by making members feel valued and demonstrating genuine care and compassion. 
• Own member issues and take full responsibility to effectively resolve problems and discrepancies related to member accounts and loans.
• Open new accounts, sub-shares, certificates, and other general accounts; submit loan and credit card applications. 
• Collaborate with the Marketing department on HubSpot campaigns and provide feedback on digital messaging and promotions.
• Track all outbound efforts in our CRM system (Synapsys) and leverage our CRM to create referrals to internal business partners as appropriate. 
• Build and maintain knowledge of Addition Financial products and services and stays informed of changes within the credit union relating to policies and procedures.
• Educate members on emerging and existing credit union technology and digital solutions such as mobile, online, and card services for their convenience. 
• Understand and comply with federal and other regulations related to financial products and services.
• Quickly and accurately process routine financial transactions for members.
• Participate in department projects or perform other work as required.
• And other department wide projects and tasks as assigned. 

Requirements

Education:

• High school diploma or equivalent.

Experience:

• Minimum of one (1) year of sales experience and one (1) year of member service, financial services, hospitality, or similar experience (working in a credit union environment is a plus, but not required)
• Experience working in a call center and/or conducting telephone sales highly desired. 

Any applicable system or program knowledge:

• Proficiency in credit union systems including Windows and Microsoft Office software; experience with core banking applications (Symitar/Episys, MeridianLink, etc.), lead generation platforms (HubSpot), and/or CRMs (Synapsys) highly desired. 

OTHER CHARACTERISTICS OF THE POSITION:

Physical Demands:

· Sitting for long periods at a time.

· Regularly required to talk or listen.

· Occasional lifting of office supplies up to 20 lbs.

· Vision abilities including close vision and ability to adjust focus.

Mental Demands:

· A service-oriented, people-first mindset and commitment to exceeding expectations.

· Strong sales acumen and ability to build rapport quickly and effectively.

· Ability to identify member’s spoken and unspoken needs in order to suggest products and services that will improve their financial well-being.

· Ability to operate as a self-starter who is highly organized and works well independently and in teams

· Must truly enjoy directly working and building relationships with people across a wide variety of dispositions and personalities. The ability to positively engage quickly and maintain that engagement throughout the entire transaction process is critical.

· Genuine willingness and eagerness to learn, improve, and teach others. 

· Comfortable receiving ongoing performance feedback and coaching.

· Must understand and follow a set of clear oral and/or written procedures without deviation.

· Performs repetitive routine tasks.

· Withstand moderate amounts of stress.

· Must adhere to a provided work schedule to meet a set of qualitative production standards.

· Perform tasks that vary little from day to day.

· Implements others’ decisions/procedures with little judgment required.

· Must relay information orally.

WORKING WITH US:

We’re continually recognized as a top employer because we understand people like you want more out of your career. Like making a difference in people’s lives and in the community. Being part of a team that supports each other. Feeling good about the time you spend at work each day. And being able to balance your life while also earning a competitive base salary and benefits, including:

• 401k with profit sharing contribution
• Comprehensive medical, dental and vision coverage from leading insurance providers
• Continuing education and up to $5,000 in tuition assistance annually
• Generous vacation and sick pay
• Paid parental leave and volunteer time off
• Major holidays off including Federal holidays that many other industries don't observe
• Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts

At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, protected veteran status, or disability/handicap with regards to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs are what helps our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member’s diverse viewpoints and work together so that everyone’s voices are heard. So, if you’re ready to take your career to the next level, Count Us In®.