Inside Sales - Member & Relationship Sales Specialist

The Member Relationship Specialist is primarily responsible for member outreach using online account and loan channels to secure and welcome new members, retain existing members, and successfully present and cross sell credit union products and services.

• Place outbound sales calls, emails, and SMS to members and potential members to welcome/solidify/retain credit union memberships. Generate and upload sales lead lists.
• Complete phone, email, and SMS contact with members/potential members to review validity and details of requested products, payment/direct deposit information & review applicable cross-sell opportunities.
• Provide insight into credit improvement or maintenance based on credit report details.
• Open new memberships, transaction accounts, loan applications, cross sell products/services within policies, procedures and established regulations.
• Receive, review, verify validity, scan, upload supporting membership and loan documentation delivered through managed electronic portals, queues or other avenues of receipt.
• Maintain expert level knowledge of all Credit Union products and services
• Participate in the development of call back/email/follow-up schedules for new member/loan experiences.
• Participate in departments sales campaign planning, strategy, and feedback initiatives to continuously improve the member experience, expand member relationships, overcome objections, and increase sales
• Mentor others to develop and/or maintain expert level membership/account/loan sales and communication skills and knowledge
• Track sales and submit monthly sales reports on time.
• Attend business development events as requested
• Adhere to all local, state, and federal laws/regulatory requirements as related to functional areas including the Patriot Act, Truth in Lending, Reg B, Reg Z, and Bank Secrecy Act
• Complete other duties as assigned

Requirements

• Previous sales or retail experience required
• Strong commitment to providing excellent member service
• Able to positively influence financial behaviors in members to improve credit and financial standing through needs-based assessments
• Able to present cross-sell opportunities and successfully close in a timely manner
• Ability to maintain discipline and motivation in a highly independent environment
• Excellent communication and interpersonal skills
• Ability to pivot to meet tight deadlines as necessary
• Able to develop & maintain strong member and cooperative working relationships
• Ability to provide timely detailed feedback regarding member experiences, trends, and process improvement opportunities
• Adept at utilizing most current technology and software to process member/account/ loan requests. At ease with learning new technologies
• Relationship tracking and use of Customer Relationship Management (CRM) software
• Able to work remotely outside of Credit Union offices on an as-needed basis
• Excellent command of spreadsheet and word processing software

Benefits

• Medical and Dental Insurance
• Employer Paid Vision and Life Insurance
• 401(k) Savings Plan with Employer Match
• Flexible Spending Accounts for Health & Dependent Care Expenses
• Collaborative & Dynamic Co-workers
• Innovative & Relevant Technology Resources
• Career Planning