Financial Solutions Specialist (Call Center Sales)

About the role

The Financial Solutions Specialist reports to the Member Solutions Center Manager and is responsible for providing exceptional service experiences in a fast-paced call center environment. Team members are accountable for first call resolution by accurately resolving member inquiries through the extension of credit union product and service solutions. All experiences delivered should positively contribute to the channels achievement of sales and service performance objectives. Specialists may interact with members by telephone, email, or chat.

Responsibilities

• Deliver energetic service through multiple media types: telephone, email, and chat.
• Produce a pro-rata portion of assigned sales goals.
• Demonstrate the ability to optimize member contacts by meeting immediate needs and uncovering additional opportunities to serve the member.
• Utilize “available” time efficiently, consistently maintaining low “work” and “unavailable” percentages while meeting interaction performance standards.
• Comply with all member verification processes and transaction processing guidelines to mitigate risk and protect the member and the credit union from fraud or loss.
• Identify opportunities to sell credit union products; meet/exceed aggressive sales, cross-sell, and funding goals.
• Provide prompt, accurate, and courteous responses to members; make financial recommendations; process various complex financial transactions.
• Effectively educate members on basic financial literacy components and Chartway’s products and services.

Knowledge, Skills and Abilities

• Possess superior organizational skills that enable accurate and efficient service and sales experiences.
• Possess superior verbal and written communication skills.
• Possess the knowledge required to educate and guide members through the membership, account, and loan application process up to and including closing.
• Possess excellent listening and communication skills.
• Self-motivated to meet aggressive sales goals and manage competing priorities.
• Ability to act as a problem solver, information provider, and liaison between members and various internal departments.
• Ability to work in a fast-paced, ever-changing environment.
• Ability to effectively move between communication tools—telephone, email, and chat—as demand presents.
• Demonstrate strong work ethic that supports organizational values and demands the highest standard of conduct from self and others.

Requirements

• Some college preferred but high school education or equivalent GED acceptable.
• Two to three years of sales and customer service preferably in a financial institution contact/call center environment.
• Candidates must have a good credit history for consideration.

Benefits

Chartway offers a competitive salary and a comprehensive benefits package.

Pay

$21 - $22 per hour (Higher compensation may be considered based on experience, qualifications, and internal equity).

Schedule

Monday – Friday 8:30 AM – 7:30 PM; Saturday 9:00 AM – 3:00 PM

Location

Virginia Beach, VA or Tooele, Utah