Member Outbound Specialist

Description

Employment Type: Full-Time, Hybrid #LI-HYBRID

Entry Salary Range: $22.68-$27.22 per hour with an incentive opportunity based on individual performance.

Advia offers a bilingual premium for this role. This premium acknowledges and compensates bilingual employees who regularly use their language skills to assist our members. Proficiency testing is required, with a specific need for Spanish language proficiency.

Comprehensive Benefits Package
We're committed to supporting your well-being and work-life balance through a robust benefits offering:

• Health & Wellness
  • Medical, dental, and vision insurance to keep you and your family healthy.
• Financial Peace of Mind
  • 401(k) with company match, life insurance, and disability coverage.
• Time Off
  • Generous paid time off (PTO), paid holidays, and paid parental leave.
• Professional Growth
  • Learning and development programs, plus tuition reimbursement to support your career journey.
• Additional Perks
  • Free Telemedicine
  • Employee Assistance Program (EAP)
  • Wellness initiatives
  • Paid Community Action Volunteer Hours

*Parental Leave and Tuition Reimbursement are available after one year of service.
 

What you should know about the role

The most essential function of this position is to proactively engage with our members through outbound calling efforts to create an impactful member experience. Putting the members needs first by recommending products and services will be this position main priority. The ideal candidate will have a strong internal drive to succeed, be able to work in a call center setting, and have an advisor mentality to member service. This is accomplished by providing outstanding service to both internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve over 198,000 members and with assets near $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

• Place outbound calls to sales prospects and advise potential members to close on recommended product or service. This includes following up on Synapsis and indirect channel prospects.
• Interviews existing and potential members by telephone, and explains specific services, products and policies. Identifies members' needs and cross-sells Credit Union services and products in an appropriate, professional manner, meeting Credit Union standards.
• Performs lending functions and offers lending solutions of all varieties including HELOC and Business Lending.
• Solves problems and answers member questions over the phone by listening, collecting data, securing answers, and following up to resolve the matter to the satisfaction of the inquiring party. Discusses confidential personal financial circumstances with members as needed.
• Completes all documents for various products and services. Processes all transactions pertaining to the maintenance, changes, and adjustments of products and services.
• Back up the Member Contact Specialist by receiving inbound calls including transferred sales prospects and calls from current and potential members.
• Counsels members regarding money management and financial matters. Counsels members whose loan requests were denied, explaining reasons and alternatives.
• Opens new accounts, prepares all paperwork accurately and assists the member with the signing of documents necessary to process. Verifies information and ensures all new accounts are processed properly.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all emplo