What are the responsibilities and job description for the Member Outreach Specialist position at TTCU Federal Credit Union?
Position Summary
Conduct research by various means and utilize findings to contact TTCU Members to acquire, retain, deepen, and build relationships. Responsible for generation growth in products, services, and balances through the sale and referral of products utilizing a proactive and disciplined approach. Proactively contact Members, primarily over the phone, to discover their financial needs and provide product and service recommendations to increase member’s wallet share with TTCU. Communicate the programs offered by TTCU in a manner that reflects the highest standards of professional member service with confidential discretion and encourage Members to further expand their use of TTCU. Follows all applicable regulations, including Branch Secrecy Act and Anti-Money Laundering. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
Supervises: None
Essential Job Functions And Responsibilities
Using the Member data, contact Members via outbound phone calls to discuss the benefits of TTCU’s products and services, build long term member relationships, and generate closed sales. Cross-sells a full range of consumer products and services to existing and potential members through proactive techniques. Prospects may be generated through the Business Intelligence team database, inbound contacts, or personal referrals.
Research and analyze information from Member records. Marketing Research Analyst data mining, along with any additional sources needed to determine what additional products and services members would benefit from.
Build caring relationships and earn the trust of TTCU members by providing accurate, through answers to member questions via phone, call queues, and or member facing, utilizing various resources including handouts, peers, and supervisors.
Assist members with loan applications including gathering the information, auditing for completeness, and keeping an open line of communication between TTCU and the member keeping them informed on approvals and denials. Call the member to provide the determination and answer any questions or concerns that may arise. Complete all necessary documents for loan and membership applications to include necessary documents to complete title work.
Minimum Qualifications
Educational Requirements
Associate's degree in business, finance, or related discipline preferred.
High School Diploma or GED required.
Certificates/Licenses
Must have reliable transportation.
Experience
Proven ability with negotiation and sales: 2 years
Experience with outbound calls on warm leads, preferred: 1 year
Additional Requirements
Credit analysis experience, preferred
Job Knowledge
Routinely perform work indoors in climate controlled shared work area, with moderate noise
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Conduct research by various means and utilize findings to contact TTCU Members to acquire, retain, deepen, and build relationships. Responsible for generation growth in products, services, and balances through the sale and referral of products utilizing a proactive and disciplined approach. Proactively contact Members, primarily over the phone, to discover their financial needs and provide product and service recommendations to increase member’s wallet share with TTCU. Communicate the programs offered by TTCU in a manner that reflects the highest standards of professional member service with confidential discretion and encourage Members to further expand their use of TTCU. Follows all applicable regulations, including Branch Secrecy Act and Anti-Money Laundering. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
Supervises: None
Essential Job Functions And Responsibilities
Using the Member data, contact Members via outbound phone calls to discuss the benefits of TTCU’s products and services, build long term member relationships, and generate closed sales. Cross-sells a full range of consumer products and services to existing and potential members through proactive techniques. Prospects may be generated through the Business Intelligence team database, inbound contacts, or personal referrals.
Research and analyze information from Member records. Marketing Research Analyst data mining, along with any additional sources needed to determine what additional products and services members would benefit from.
Build caring relationships and earn the trust of TTCU members by providing accurate, through answers to member questions via phone, call queues, and or member facing, utilizing various resources including handouts, peers, and supervisors.
Assist members with loan applications including gathering the information, auditing for completeness, and keeping an open line of communication between TTCU and the member keeping them informed on approvals and denials. Call the member to provide the determination and answer any questions or concerns that may arise. Complete all necessary documents for loan and membership applications to include necessary documents to complete title work.
Minimum Qualifications
Educational Requirements
Associate's degree in business, finance, or related discipline preferred.
High School Diploma or GED required.
Certificates/Licenses
Must have reliable transportation.
Experience
Proven ability with negotiation and sales: 2 years
Experience with outbound calls on warm leads, preferred: 1 year
Additional Requirements
Credit analysis experience, preferred
Job Knowledge
- Intermediate knowledge with Microsoft Office suite (Word, Excel, PowerPoint, and Outlook).
- Ability to navigate the Internet and understand basic browser settings.
- Well-developed research skills, excellent analytical and critical thinking skills, and the ability to identify, review, and communicate appropriate recommendations.
- Ability to learn and use proprietary computer software.
- Follow policies and procedures, support the organization’s goals and values, and demonstrate dependability through good attendance and adherence to timeliness and schedules.
- Intermediate level of written and verbal communication skills with a special emphasis on telephone etiquette required to effectively interface with members and employees.
- Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity, and tact at all times.
- Exceptional listening skills with the ability to comprehend and analyze conversations to better identify member needs.
- Ability to function effectively within a group or team
- Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.
Routinely perform work indoors in climate controlled shared work area, with moderate noise
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.