Member Outreach Specialist

Position Summary

Conduct research through various means and utilize findings to reach out to Members to acquire, retain, deepen and manage relationships with our Members. Responsible for generating growth in products, services and balances through the sale and referral of products utilizing a proactive and disciplined approach. Proactively meet with Members, primarily over the phone, to discover their financial needs and provide product and service recommendations. Communicate the programs offered by TTCU The Credit Union in a manner that reflects the highest standards of professional member service with confidential discretion and encourage Members to further expand their use of TTCU. Follows all applicable regulations, including Bank Secrecy Act, and Anti-money Laundering. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Supervises : None

Essential Job Functions and Responsibilities

40% Using the Member data, contact Members to discuss the benefits of TTCU's products and services, build long- term Member relationships and generate closed sales. Cross-sells a full range of consumer products / services to existing and potential members through proactive techniques such as outbound calls. Prospects may be generated through the marketing department database, inbound contacts or personal referrals.

25% Research and analyze information from Member records, Marketing Research Analyst data mining, along with any additional sources needed to determine what additional products and services Members would benefit from.

20% Build caring relationships and earn the trust of TTCU members by providing accurate, thorough answers to member questions via phone, call queues and / or member facing, utilizing various resources including handouts, peers and supervisors.

15% Assist members with loan applications including gathering the information, auditing for completeness and keeping an open line of communication between TTCU and the member keeping them informed on approvals and denials. Call the member to provide the determination and answer any questions or concerns that may arise.

Minimum Qualifications

Educational Requirements

Associates degree preferred

Certificates / Licenses

Must have and maintain a valid driver's license

Ability to qualify and maintain Oklahoma Resident Limited Producer License (NMLS)

Experience

Proven ability with negotiation and sales / 2 Year Intermediate

Position Competencies

17% Collaborates : Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

17% Decision Making : Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment; most solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

17% Effective Communication : Utilizes a variety of communication modalities effectively and appropriately across multiple channels.

17% Functional Expertise : Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

16% Manage Complexity : Gathers and analyzes diverse sources of data; separates what is relevant from what is not; determines root causes; defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.

16% Member Focus : Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.

Additional Requirements

Job Knowledge

Intermediate knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint and Outlook) Ability to navigate the Internet using Microsoft Internet Explorer

Well developed research skills, excellent analytical and critical thinking skills and the ability to identify, review and communicate appropriate recommendations

Ability to learn proprietary computer software such as FSP, OnBase, Touch and Cisco Agent Desktop

Follow policies and procedures; support organization's goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules

Interpersonal Skills

Advanced level of written and verbal communication skills with a special emphasis on telephone etiquette required to effectively interface with members and employees.

Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity and tact at all times. Exceptional listening skills with the ability to comprehend and analyze conversations to better identify member needs

Ability to function effectively within a group or team.

Ability to create an atmosphere which promotes TTCU's Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in climate controlled shared work area with moderate noise

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and / or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Physical Demands

Activity Regularly / Frequently / Occasionally

Capable of regular, reliable and timely attendance X

Must be able to routinely perform work on computer for an average of 6-8 hours per day X

Perform primarily sedentary work with limited physical exertion and lifting of up to 10 lbs X

Must be able to operate office equipment including telephone, copier, facsimile, and calculator X

Reaching above the shoulder, bending, twisting and squatting X

Must be capable of climbing / descending stairs in emergency situation. X

Must be able to stoop, kneel, crouch and / or crawl X

Must be able to work extended hours whenever required or requested by management X

Employee Statement of Understanding

I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and / or responsibilities not covered in the description.

I am able to perform all of the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.