General Description of Duties: Responsible for providing distinguished consultative sales and service by proactively uncovering and fulfilling the needs of each member through advocacy. The goal of this position is to effectively solicit and target member and non-member needs through outbound phone, email, and/or letter communications and provide appropriate business and consumer product and service recommendations. Duties include originating loans, opening accounts, and providing referral recommendations for additional products and services such as ancillary products, investments, mortgage and insurance. Additionally, the Outbound Lending Specialist will utilize their leads as opportunities to provide several services for the credit union including gain new members, cross-sell products and services, and expand the loan product usage and wallet share of existing and new members.
Artfully Crafted Advocacy:
Conducts outbound calls to members with a primary goal of increasing member product and service engagement.
Responsible for assisting management in developing a lead generation strategy. Generates and/or utilizes a variety of leads/reports to perform outreach must be able to source leads independently.
Solicits business from existing and new members via various lead sources
Anticipates the needs of the member and provide advocacy-based offerings once a clear understanding of the members financial situation is uncovered. Keeping in mind the importance of building wealth and reducing debt to create financial success for our members.
Skillfully offers fully protected options for members based on their needs utilizing our ancillary product suite.
Identifying opportunities for continued financial success and referring to our service partners, i.e. Insurance Center, Investment and Retirement Center, Mortgage Center, etc.
Constantly focus on relationship development.
Utilize and provide all the tools necessary to provide financial success.
Responsible for completing requests and capitalizing on opportunities uncovered during outbound efforts.
Conduct consumer loan interviews and submit completed applications to Lending.
Providing guidance to members whose loan has been denied.
Analyze and discuss the credit bureau and make appropriate recommendations.
Working knowledge of Lending Guidelines.
Other duties as assigned.
Have the focus, persistence, positive outlook, and discipline to meet the personal demands of a sales/service role while remaining elegant under pressure.
Set high standards of performance, quality, and accountability for yourself.
Maintains compliance standards.
Consistently meets monthly goals.
Responds promptly to all communication channels.
Identify activity that may cause loss and refer accordingly.
Actively participate in community and business-related events (no less than one event per year)
Employee Relations - K.E.G. of Excellence:
For us to create and maintain a World-Class Culture, every employee is asked to live the principles embodied below:
Kindness: a behavior marked by ethical characteristics, a pleasant disposition, and concern for others.
Elegance: a synonym for beauty that has come to acquire the additional connotation of unusual effectiveness and simplicity.
Genuineness: the attribute of being true to yourself; authentic and truthful in your expression which leads to trusting relationships and empathy for others.
This is what it looks like:
Promote a culture of teamwork throughout the entire organization.
Demonstrate strong communication skills with members, peers, other departments, and branches.
Utilize the Chain of Responsibility.
Support our culture of continuous improvement and good stewardship of our members' money by seeking opportunities for process efficiencies and savings.
Assist others within and outside the department.
Support the credit union's advocacy strategy by being an advocate for our members and employees alike.
Respond to all emails, phone calls and employee surveys within their stated deadline, and if no deadline is requested in an otherwise timely manner.
Knowledge & Skills:
Formal sales and service training preferred
Solid understanding of credit union operational processes and policies
In-depth knowledge of credit union products and services
Strong analytical and decision-making skills with creative problem-solving skills
Ability to maintain the integrity of confidential information
Experience in counseling members on financial options
Basic knowledge of computer software applications and operating systems utilized (core platform, LOS, ancillary platform, spreadsheets, email systems, and word processing).
Highly articulate and professional in oral and written communication
Excellent interpersonal skills
Must be able to work well independently and within a team environment
SAFE ACT STATEMENT This position may require the employee to register in the future as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and credit union policies and procedures.