Outbound Telebanker

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• Hybrid
• Full-Time
• Requisition #: OUTBO
  003180

40

This position is remote eligible for up to 40% of the time. Monday - Friday 8:00 a.m.

- 5:00 p. m. with one shift per week ending at 6:00 p.m. Must be flexible to meet current and future business needs.

Pay:

$27.62/hr

Outbound Telebankers make outbound calls with a focus on purpose-driven call topics related to helping customers achieve their financial goals. The role requires strong communication skills, a customer-centric approach, and a passion for driving positive outcomes for customers through sales efforts. Successful candidates will be adept at building rapport, understanding customer needs, and providing tailored solutions to support their financial well-being.

Incumbents in this position are eligible to participate in an incentive compensation plan.

Employee

Experience:

Outbound Telebankers are focused on continuing to enhance their current defined skill set, and identifying member trends and sharing feedback to surface actionable improvement opportunities for an enhanced experience.

• Active participation in Voluncare
• Engages in continuous self-development
• Openly accepts feedback to improve performance, and offers feedback for an improved experience
• Is engaged in coaching activities
• Consistent reliability and dependability in fulfilling job responsibilities
• Ability to work independently while also being able to recognize when to seek assistance

Customer

Experience:

Outbound Telebankers use approved behaviors to ensure that customer experience meets call standards, and surface feedback for improved customer and employee experiences.

• "my success as an individual is not placed ahead of the success of the team or the customer"
• Recommend products by asking needs defining questions to help customers achieve their financial goals
• Accuracy in transaction processing
• Adherence to Contact Center Call Center Standards
• Adherence to phone metric guidelines
• Perform timely follow up with customers to build trust and rapport, and to ensure issues are resolved to customer satisfaction
• Support the Voice of Customer process by documenting customer feedback in the VOC database

Operational Excellence:
Outbound Telebankers leverage system tools, support lines, leadership, and procedures to ensure accuracy in the information they provide to customers, and the transactions and maintenance activities they process.

• Accuracy in transaction processing
• Effective use of system tools and procedures to problem solve
• Follow up to customer as needed to ensure the issue has been fully resolved
• Comfort navigating a variety of systems required for customer support (Meridian Link, CRIF, Digital Insight, Auto Pilot, FiServ, Q2, FIS efunds and APPlink)

Financial Impact:
Outbound Telebankers are well versed in ESL products and services, and use their vast product knowledge to recommend appropriate solutions that help customers achieve financial goals.

• Recommend and fulfill products and services to help customers achieve their financial goals
• Accuracy in deposit account opening and loan application processing
• Adherence to regulatory and disclosure requirements
• Achieve individual sales targets across all business lines

• High School Diploma or equivalent required
• 3-5 years' experience in retail or financial services industry
• Broad understanding of the financial services products and services
• Comfort and success making outbound calls for sales opportunities
• PC proficent
• Excellent verbal, written and critical thinking skills
• Ability to work independently
• Proficient in building customer and peer relationships

Must complete submission of application and fingerprinting to the NMLS (Nationwide Multisite Licensing System) and successfully be registered as an MLO (Mortgage Loan Originator) through ESL

• Demonstrates alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper

• Completion of ESL BEST training preferred
• Retail sales
• Financial Services:
  Banking, Insurance and Investments
• Professional Service Worker:
  Server, Bartender, Cosmetology

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