Outbound Support Specialist

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands and internal equity.

POSITION PURPOSE

The Outbound Support Specialist is a local remote eligible position that supports a variety of credit union initiatives including member onboarding and retention, outbound calling on service-related contact lists, and other services efforts. Support of these initiatives is achieved by successfully developing and retaining relationships through outbound channels with new and existing members.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Conduct a high volume of outbound calls using call lists for targeted member and non-member groups.
• Successfully build personal banking relationships with members using various contact methods including but not limited to: voice, email, text, video and chat.
• Identify services (loans, investments, and/or deposit accounts) at outside financial institutions and refer those services to the proper department within Fortera.
• Educate members and non-members on all credit union products such as, but not limited to Consumer loans, Home Equity loans, Mortgages, New Accounts, Investement Services, Insurance, and Digital Banking options.
• Identify new member opportunities by encouraging current members to refer co-workers, friends, and family to the credit union.
• Increase penetration levels of various products and services by placing follow up calls to new and existing members.
• Conduct follow-up contacts via outbound call to ensure member satisfaction and create additional referral opportunities.
• Open all share types to existing member accounts following Standard Operating Procedures.
• Respond to member inquiries timely and professionally.
• Provide superior member service to all members and non-members.
• Participate in community and civic events to promote awareness of the Credit Union in the community.
• Attend and participate in all meetings, trainings, and committees remotely and in person as required.
• Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position to include OFAC, Bank Secrecy Act/Anti-Money Laundering Act, and USA Patriot Act compliance.
• Complete special projects as assigned by management.
• Ensure work areas and assigned equipment is clean, secure, and well maintained.
  
  

PERFORMANCE MEASUREMENTS

• Meet or exceed target goals set by management (I.E.: Consumer loan referrals, Credit card referrals, Wealth management referrals, average cycle time for service queues, etc.).
• Ensure personalized banking relationships are maintained and nurtured. Problems and questions are courteously and promptly resolved or referred.
• Increase products and services per household of targeted members.
• Resolve complex member requests as assigned in Outbound service queue.
• Complete service events assigned to the CC Membership New/Modify Queue.
• Ensure the Credit Union’s professional reputation is maintained and conveyed in all interactions.
• Ensure records, reports and related documents are accurate, current, and submitted on time.
• Ensure Fortera’s core values are satisfactorily demonstrated.
  
  

Special Note: Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, disability, pregnancy, genetic information, religious preference, protected veteran status, sexual orientation, gender identity or any other trait protected by state or federal law.

Please be advised, visa sponsorship is not available for this position.

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QUALIFICATIONS

Education/Certification:

• HS diploma or equivalent.
  
  

Required Knowledge:

• Working knowledge of Credit Union products and services.
• Understanding of all Credit Union policies and programs.
  
  

Experience Required:

• At least two years working in a customer service position.
• At least one year working in a financial institution.
  
  

Skills/Abilities:

• Strong interpersonal and oral communication skills.
• Able to maintain clear and transparent communication.
• Attentive listening skills. Well organized.
• Ability to work independently and handle multiple priorities simultaneously.
• Creative and able to develop innovative solutions.
• Individually motivated to meet goals.
• Able to use a PC, related software, and standard office equipment.
• Able to meet deadlines and maintain and effective and efficient workflow.
• Able to work well under pressure while always representing the Credit Union in a professional manner.
• Professional dress, appearance, and attitude.
• Regular and predictable attendance.
• Able to work in a cooperative manner with others.
• Position is remote eligible.
  
  

Finger Dexterity:

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
  
  

Talking:

• Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
  
  

Repetitive Motion:

• Movements frequently and regularly required using the wrists, hands, and/or fingers.
  
  

Average Hearing:

• Able to hear average or normal conversations and receive ordinary information.
  
  

Average Visual Abilities:

• Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.
  
  

Physical Strength:

• Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally (almost all office jobs.)
  
  

WORKING CONDITIONS

NONE:

• No hazardous or significantly unpleasant conditions. (Such as in a typical office).
  
  

Reasoning Ability:

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Able to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with ordinary, standardized situations.
  
  

Mathematics Ability:

• Ability to perform basic math skills, use decimals to computer ratios and percent, and to draw and interpret graphs.
  
  

Language Ability:

• Ability to use passive vocabulary of 5-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
• Ability to write complex sentences, using proper punctuation, adjectives, and adverbs.
• Ability to communicate in complex sentences; using normal word order with present and past tenses; and good vocabulary.
  
  

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