Outbound Contact Center Representative

at Heritage Family Credit Union in Rutland, Vermont, United States

Job Description

Why Join Us:

Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.

Benefits Include:

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
• 401k match
• Ongoing training opportunities
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)

Salary Range: $20.54- $25.68

Starting Salary: $23.50

Summary: 

The Outbound Contact Center Representative is responsible for initiating and managing outbound lead lists and calls to both potential and existing members. This role focuses on building relationships with members to promote credit union products and services, including loans, credit cards, and more.

Essential Functions:

• Initiate outbound calls to members and potential members. Proactively identify, promote, explain and cross-sell credit union products and services.
• Maintain an up-to-date and comprehensive knowledge of all credit union products and services that are handled or promoted by the Outbound Contact Center Representative.
• Adhere to all credit union policies, procedures, and regulatory requirements, which include but are not limited to, Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) products.
• Meet or exceed individual and team key performance metrics through proactive outreach and follow-up.
• Open new accounts and loans with a high level of proficiency, including, but not limited to consumer and business share draft accounts, term share certificates, debit cards and more. All account and loan documentation are gathered timely and reviewed for completion and accuracy. Account and loan checklists and QC are completed in a timely manner. All centralized lending processes, procedures and guidelines are followed for a smooth and seamless member experience.
• Communicate loan decisions to members, providing clear expectations and alternative solutions if necessary. Accurately input and update member information in the credit union's CRM system.
• Establish and maintain effective coordination and working relationships with area personnel and with management. Keep the contact center manager informed of area activities of any significant problems or concerns. Assist the Call Center/Department Manager and other department staff as needed.
• Responsible for reliable and predictable attendance.
• Perform all other job duties as assigned.

Qualifications:

Education: A high school diploma or equivalent.

Experience: Previous experience in a customer or member service role with sales experience is required. Previous experience working for a financial institution is preferred.

Skills:

• The ideal candidate is self-motivated, goal-oriented, and passionate about helping members meet their financial goals.
• Excellent verbal and written communication skills. Excellent phone etiquette and the ability to communicate clearly and effectively over the phone.
• Basic computer skills.

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

To see complete job description and to apply visit https://www.hfcuvt.com/careers.html