Outbound Support Specialist

This position is located and onsite in Clarksville, TN. Starting pay for successful applicants is generally within the minimum to midpoint of the pay range ($19.61 to $24.51 annually). Offers depend on individual experience, knowledge, training, education, geographic location, market demands, and internal equity.

About the role

The Outbound Support Specialist is a local remote-eligible position that supports a variety of credit union initiatives including member onboarding and retention, outbound calling on service-related contact lists, and other service efforts. Support of these initiatives is achieved by successfully developing and retaining relationships through outbound channels with new and existing members.

Responsibilities

• Conduct a high volume of outbound calls using call lists for targeted member and non-member groups.
• Successfully build personal banking relationships with members using various contact methods including voice, email, text, video, and chat.
• Identify services (loans, investments, and/or deposit accounts) at outside financial institutions and refer those services to the proper department within Fortera.
• Educate members and non-members on all credit union products such as Consumer loans, Home Equity loans, Mortgages, New Accounts, Investment Services, Insurance, and Digital Banking options.
• Identify new member opportunities by encouraging current members to refer co-workers, friends, and family to the credit union.
• Increase penetration levels of various products and services by placing follow-up calls to new and existing members.
• Conduct follow-up contacts via outbound call to ensure member satisfaction and create additional referral opportunities.
• Open all share types to existing member accounts following Standard Operating Procedures.
• Respond to member inquiries timely and professionally.
• Provide superior member service to all members and non-members.
• Participate in community and civic events to promote awareness of the Credit Union in the community.
• Attend and participate in all meetings, trainings, and committees remotely and in person as required.
• Satisfactorily complete all required compliance training and comply with all regulations which apply within the scope of the position to include OFAC, Bank Secrecy Act/Anti-Money Laundering Act, and USA Patriot Act compliance.
• Complete special projects as assigned by management.
• Ensure work areas and assigned equipment is clean, secure, and well maintained.

Performance Measurements

• Meet or exceed target goals set by management (e.g., Consumer loan referrals, Credit card referrals, Wealth management referrals, average cycle time for service queues).
• Ensure personalized banking relationships are maintained and nurtured.
• Problems and questions are courteously and promptly resolved or referred.
• Increase products and services per household of targeted members.
• Resolve complex member requests as assigned in the Outbound service queue.
• Complete service events assigned to the CC Membership New/Modify Queue.
• Ensure the Credit Union's professional reputation is maintained and conveyed in all interactions.
• Ensure records, reports, and related documents are accurate, current, and submitted on time.
• Demonstrate Fortera's core values satisfactorily.

Requirements

• High school diploma or equivalent.
• Working knowledge of Credit Union products and services.
• Understanding of all Credit Union policies and programs.
• At least two years working in a customer service position.
• At least one year working in a financial institution.

Skills

• Strong interpersonal and oral communication skills.
• Able to maintain clear and transparent communication.
• Attentive listening skills.
• Well organized.
• Ability to work independently and handle multiple priorities simultaneously.
• Creative and able to develop innovative solutions.
• Individually motivated to meet goals.
• Able to use a PC, related software, and standard office equipment.
• Able to meet deadlines and maintain an effective and efficient workflow.
• Able to work well under pressure while always representing the Credit Union in a professional manner.
• Professional dress, appearance, and attitude.
• Regular and predictable attendance.
• Able to work in a cooperative manner with others.

Physical Activities and Requirements

• Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Average Visual Abilities: Ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally (typical for office jobs).

Working Conditions

No hazardous or significantly unpleasant conditions (such as in a typical office).

Mental Activities and Requirements

• Reasoning Ability: Able to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations.