Member Outbound Specialist

Description

Employment Type:

Full-Time, 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.

• 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.

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’s 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 toward 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.

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 products 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.

• Place outbound calls to sales prospects and advise potential members to close on recommended products or services. This includes following up on Synapsis and indirect channel prospects.
• Interview existing and potential members by telephone, explaining specific services, products and policies. Identify members' needs and cross‑sell Credit Union services and products in an appropriate, professional manner, meeting Credit Union standards.
• Perform lending functions and offer lending solutions of all varieties including HELOC and Business Lending.
• Solve problems and answer 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. Discuss confidential personal financial circumstances with members as needed.
• Complete all documents for various products and services. Process 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.
• Counsel members regarding money management and financial matters. Counsel members whose loan requests were denied, explaining reasons and alternatives.
• Open new accounts, prepare all paperwork accurately and assist the member with the signing of documents necessary to process. Verify information and ensure all new accounts are processed properly.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the…