Position Summary
The Outbound Call Representative provides personalized service to customers through outbound calling by phone and/or email. Works closely with Marketing, Mortgage, Operations Support and Meriwest Wealth Advisors. Assists members over the phone, as well as cross sell additional products and services to increase product penetration. Participates in and is held accountable for the attainment of individual and department/organizational goals.
The Outbound Call Representative incorporates Service Plus into all aspects of member contacts and continually builds relationships with members in order to retain and increase memberships. Understands the detailed features and benefits of all products and services available and presents them in a professional manner.
Essential Duties and Responsibilities
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Promotes our MWA program by calling members and providing the benefits of the MWA services as well as outbound calls to customers from Marketing, Mortgage, and other departments for customer communication.
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Effectively communicates with members through different channels.
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Assists members in opening all checking, savings, and certificate products and provides members with dividend projections by the use of the system calculation form.
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Ability to analyze member’s financial needs and ask leading questions to effectively cross-sell products and services.
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Provides support to Contact Center Team for follow up and loan inquiries initiated by member.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Minimum Qualifications
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High School or Equivalent required.
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Minimum of one to three years prior Credit Union or Banking Experience highly preferred, at least one of which should be in new accounts and product sales. Has full knowledge of business banking deposit accounts, payroll, merchant and ability to promote business banking loan options.
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Must be sales oriented and have a strong desire to continually surpass goals and sales targets.
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Must have excellent communication skills in order to make professional and effective presentations to members. Ability to promote all credit union products and services to members and overcome objections and concerns.
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Ability to work independently, exercise judgment, follow instructions, and maintain a high level of professional conduct.
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Strong customer service focus with previous experience in a service industry.
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NMLS SAFE ACT compliant. This position requires that you obtain, and maintain, a National Mortgage Licensing Systems (NMLS) number as required by the SAFE Act..
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Must be PC literate, experience with banking software a strong plus.
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Must be able to work Saturdays 8:30am - 1:30pm.
Do you want to be valued as an employee?
Employees are Meriwest’s most valuable resource. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Outbound Call Representative position is a Grade 7.
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Target Range: $25.65 to $32.06*
- The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications.
We also offer an excellent, fully comprehensive benefits program, including:
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Medical/Dental/Vision on the first day of employment for full-time employees
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Free Long Term Care Insurance for employees
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Tuition Reimbursement/Student Loan Repayment Plan
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Pension Plan/401K
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Bonus and incentive potential
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Generous Paid Time Off (PTO)/Holiday program
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Career growth support and planning programs
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In-house fitness center
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Discounts on new Mortgage after 6 months of employment
Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.