Sales & Retention Specialist

Responsibilities

• Make cross-selling via outbound calls through our Talkdesk telephony system based on reporting that will retain deposits, enhance the members’ experience as well as recommend different investment vehicles that will help our members receive a higher rate of return on their deposited funds.
• Receive outbound campaign calls for members who have various scenarios, such as certificate maturing, low debit card usage etc. This would assist with account and member retention.
• Absorb inbound calls sent as referrals for new accounts or adding features or services to their account or profile.
• Review and contact any inquiries obtained through the website via the Become a Member option.
• Prepare daily, weekly and monthly sales tracking and member satisfaction survey reports using Microsoft Excel and internal reports.
• Reviews and work with MCC Leadership in developing and analyzing reports to create outbound call campaigns.
• Create and develop agent contests and challenges through the Performance Management tool promoting cross sells.
• As needed assistance with our Quality Management Team for any issues that may arise.
• Liaison with our Collections Team for any dialer assistance.
• Assist members with more complex and specialized inquiries to support back-office departments such as but not limited to collections, consumer loan servicing, mortgage loan servicing, financial crimes, consumer loan processing, and mortgage loan processing.
• Provide additional support to other call queues during high volume times to ensure appropriate coverage and waiting time.
• Absorb training agents for transactions and inbound service calls.
• Back up other queues as necessary (any service queue when call volume dictates).
• May help answer member emails or chats, as necessary.
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance.

Requirements

• 3+ years call center experience, minimum
• Back office operations area experience preferred
• Retail banking experience is a plus
• Previous sales experience preferred

Competencies

• Proficiency in Microsoft Office Suite
• Excellent member service skills
• Excellent research and problem-solving skills
• Excellent interpersonal, oral and written communication skills
• Ability to multi-task; good time management skills
• Highly ethical