Outbound Telebanker

Hours:

40

Schedule:

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

Purpose of Position:

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.

Accountabilities:

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
• Model ESL's core values
• 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.

• Embracing the philosophy that "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 (MeridianLink, 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

Qualifications:

• 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

Preferred Qualifications:

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

We're committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

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