Call Center Sales Representative

This position is located onsite in Columbus, Ohio

Objective

The Call Center Sales Representative is a results-driven call center position responsible for performing a broad variety of Member focused sales and service-related activities that helps enrich the financial lives of our member. This high-contact sales position requires the ability to deal effectively with Members and other KEMBA Associates for all inbound/outbound Member activity that results from Member phone calls, e-mail, and internet activity.

Duties and Responsibilities

• Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member sales and service
• Accurately document all requests for new membership, loans, deposit accounts and ancillary services
• Meet or exceed all sales, service and productivity goals established for this position
• Assist other MSRs and lending staff based on work requirements
• Must be able to relate to other people beyond giving and receiving instructions:
• Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures
• Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
• Professionally Member service activity associated with loan and deposit services:
• Can get along with coworkers or peers without exhibiting behavioral extremes
• Maintain an up-to-date status of all sales support and processing activity with routine reporting to management
• Generate checking accounts for new and existing Members
• Performs other duties as required by management
• Provide basic financial services advice to Members that promotes their financial well-being
• Cross-sell alternative or additional services where they best fit the Member’s needs
• Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Effectively organize and prioritize Member requests and concerns to provide outstanding member experience
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• Provide accurate information for all products and services, as well as the status of all Member accounts
• On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
• Perform consumer loan and new deposit account documentation and processing that will ensure the proper creation and maintenance of Member accounts
• Respond appropriately to criticism from a supervisor
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA

Required Qualifications

• Prior over-the-phone or platform sales experience preferably in a banking environment
• Must value a high degree of accuracy and speed
• High school diploma or equivalent education and experience
• Effective communication skills
• Professional demeanor
• Prior experience in a customer service role
• Strong organizational skills and attention to detail

Desired Qualifications

• Prior experience in a financial/banking institution

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

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