Job Description
Company Summary
MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.
MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co-workers and help our community be a better place to live.
WE NEVER COMPROMISE THE MEMBER EXPERIENCE - our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.
MECU is a not-for-profit financial institution committed to helping its members and community by offering high quality financial products and services.
Position Summary:
This position is responsible for answering inbound calls and consulting with members about their financial objectives to identify credit needs and provide appropriate loan solutions. Building strong, trusting relationships with new and existing members. Cross selling other Credit Union products and services when appropriate and following up on referrals received. Exercising excellent customer service in all member interactions.
Essential Duties and Responsibilities:
- The Call Center Sales Representative’s success is measured by the individual’s ability to achieve key phone performance metrics including schedule adherence, call monitors and member survey results.
- Interview loan applicants and ensure accurate, sufficient information is obtained, review loan histories and recommend suitable loan products.
- Coordinate all loan applications through LPQ for decisions. Exercises excellent customer service in all member interactions and follow-up on referrals received from Account Services Representatives.
- Identify cross-sell and up sell opportunities and capitalize on them to achieve successful referrals and completed application goals.
- Actively participate in sales and service meetings.
- Provide ideas for improving methods to service members. Share knowledge with other team members of the department. Apply suggested improvement methods to daily interactions with members.
- Identify needs and offer products and services that improve the financial well-being of our members
- Collaborate with Lending and with other departments to answer member questions and resolve issues.
- Offers the following Loan Protection products to every qualified member: Credit Life & Disability, Guaranteed Asset Protection (GAP), Extended Warranty Protection (EWP) and TruStage Auto Insurance
- Ability to control calls with regards to time management
- Accurately track daily work efforts
- Perform other duties as assigned
Preferred Qualifications:
Must have a High School Diploma/GED. Requires one to two years operational/sales experience, with a minimum of one year in a customer contact environment. Demonstrates customer service and sales skills. Proficient with Microsoft Office products including but not limited to: Microsoft Word, Microsoft Excel, and Microsoft Outlook. Excellent organizational, verbal and written communication skills.
Competencies Required:
- Strong attention to details
- Identify and resolve problems efficiently
- Ability to work well under pressure and multi-task
- Strong commitment to attendance and punctuality
- Have strong customer service skills
- Be proficient on MS Office Products
- Demonstrated excellent oral and written communications skills
- Demonstrated knowledge of credit union products and services
- Able to effectively work as part of a team and able to work with little supervision
- Be committed to “quality member service”
Work Location and Physical Demands:
This position is located at Corporate Headquarters. Employees in this role may apply for a hybrid work schedule after the successful completion of their 90-day conditional period. Approval is subject to performance, department needs, organizational resources, and manager’s discretion.
MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
MECU conducts credit, bond and background checks.
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