Outbound Contact Center Consultant

Job Type: Full-Time

Exemption Type: Non-Exempt

Wage Amount: $23.09 hourly minimum

Join a wonderful team and work for a growing organization with a one-team spirit and where every voice matters!

The primary purpose of this position is to assist the Credit Union in achieving its mission of becoming the members’ first choice as their partner to help them make informed financial decisions. Your role to achieve this mission will be to provide outstanding service to internal members and to provide quality contact service to members by furnishing courteous, prompt, accurate information on all credit union products and services. Enhance member service by offering Credit Union products and services, via but not limited to outbound calling, chat and email to members and non-members. Support a consultative conversations culture that engages our members in meaningful conversations to uncover needs and advise our members on the appropriate products and services A+FCU offers.

Essential Functions:

Outbound Responsibilities

• Make outbound calls and/or contacts to members and potential members as assigned for member retention and future growth
• Follow-up on leads generated from marketing campaign lists and other promotional reports.
• Utilize online account opening systems to open various types of accounts for members, offering products/services in order to increase services per retail household, cross helps.
• Proactively reach out to new members to further strengthen their account relationship through onboarding process.
• Contact members requesting account closure or identified as at risk for closure in order to strengthen relationships.
• Follow up with members to close pending requests and to assure overall satisfaction, respond to queries, educate on additional product or services when applicable, and resolve member issues.

Departmental Support

• Must be proficient in all job responsibilities of a Contact Center Consultant I
• Ensures “One Call Resolution” provides member with exceptional service experiences by owning all member requests and following through as necessary to ensure the highest standards of personal care and service are provided.

1. Assist members with all A+FCU products and services inquires, which includes possessing a wide range and variety of products and service knowledge to properly explain and support members with all requests.
2. Educate/advise members regarding memberships, accounts, signors, authorizations, rate information, product and service requests, systems, transactions by channel processing, and/or error resolutions after completing necessary research.
3. Inform existing and prospective members of current promotions and new or updated products/services that fit their needs.
4. Answer questions regarding product and services types, features, benefits, and functionalities of all to properly guide and resolve problems and issues.
5. Trouble shoot, triage, and resolve member urgencies, requests, and needs while identifying solutions and resolving service issues as necessary

• Promote and maintain quality internal member service at all times. Cultivate relationships with departments to develop a team atmosphere within the Credit Union.
• Proactively inform management of members’ interests, wants, needs of new products and services for consideration for future enhancement.
• Consistently meet or exceed established outbound goals.
• Track progress and maintain accurate records of daily call results and activity.
• Reach and maintain success in meeting Contact Center productivity guidelines including schedule adherence, off phone time and data integrity (Wrap Codes, Sales Tracking, Time Cards, etc.)
• Maintain member confidentiality.

Miscellaneous

• Schedule and conduct individual dialogs with Supervisor/Manager.
• Assist with department projects as assigned.
• Participate in outside credit union sponsored activities and community/education events to increase credit union awareness
• This position may be eligible for Remote Work
• Perform other duties as required or assigned

Education and Experience

• High school diploma or GED equivalent
• Six months of work experience required (sales, teller, and/or personal banker experience preferred).
• Six months of call center experience preferred

Knowledge, Skills & Abilities

• Strong ability to multi-task
• Creative problem solving skills
• Skilled use of phone system, computer, and all related software
• Basic math/accounting skills, excellent verbal and written communication skills, research, problem solving skills and dealing with potential conflict
• Ability to work independently and as part of a team, with flexibility to adapt to change
• Bilingual Spanish preferred

Desirable Traits

• Pleasant and professional appearance
• Pleasant speaking voice
• Good listening skills
• Enjoys working with public using courteous professional approach.
• Able to work flexible hours
• Dependable, independent worker
• Organizer and planner
• Possess decision-making abilities.
• Versatile in all aspects of the CU

Physical Functions

• Must have the ability/stamina to work at least 40 hours a week
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data
• Must be able to communicate heavily through telephone, e-mail and in-person communications
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field

Types of Decisions requiring supervisory approval: Any situation outside A+ FCU policy or procedures.