Contact Center Sales Consultant

Respect. Integrity. Ethics. Compassion. Humor.

At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.

At Central Willamette Credit Union we are laser-focused on building a stronger financial future for each of our members and we’re particularly passionate about making the communities of the Willamette Valley even better places to live, work and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members’ financial lives. And we don’t stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. You’ll regularly see us sponsoring and volunteering for events with the Boys and Girls Clubs, SafeHaven Humane Society, The United Way, The Center Against Rape and Domestic Violence (CARDV), and the Albany Public Schools Foundation just to name a few. Our team members are encouraged to give of their time and talents as servant leaders, furthering our quest to make the world a more just and caring place.

POSITION PURPOSE

Within the context of Central Willamette’s Statement on Sales Culture; provide ethical, professional, friendly, quality service to our members. Acting as a personal phone sales consultant, anticipate and meet the financial needs and expectations of our members within the scope of our products and services as permitted by law and policy. Be an ambassador for the Credit Union’s products and services via the telephone. Accountable for driving increased loan origination and utilization of CWCU products and services to ensure members are using CWCU to the fullest extent.

Contact Center Sales Consultant serves as a trusted advisor to members delivering the highest level of service to maximize member engagement. This role will execute integrated sales, service and relationship strategy using the Credit Union’s full set of consumer, home equity and business account product offerings in order to further engage existing members. The position will provide product expertise, creative lending solutions and timely, relevant responses to member needs.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Conduct sales calls to our members, welcoming them to our Credit Union and selling them additional products and services within the context of Central Willamette’s Statement on Sales Culture.

Uncover and address member needs by clearly communicating appropriate recommendations, utilizing a comprehensive understanding and knowledge of Credit Union key objectives and products and services.

Deepen and retain member relationships through outbound sales contacts with members, employing the full sales cycle from assessment through follow-up.

Maintain an understanding of products and services offered by Wealth Management Services for the purpose of advising members of these services and referring them when appropriate.

Professionally refer members who need direct contact to branch staff, to maximize member convenience and individual attention.

Achieve campaign and sales targets as defined in the compensation plan.

Provide meaningful member feedback concerning Credit Union products and services to Senior Contact Center Sales Consultant and Contact Center Manager.

Gather, input and update member data into credit union system for prospecting and results measurement.

Provide regular on-going feedback to the Senior Contact Center Sales Consultant and Contact Center Manager regarding the activities, status, and needs of the department.

Ensure consumer and home equity applications are complete, properly scored and all calculations are accurate prior to sending a loan request for underwriting review. Provide members with all required disclosures. Determine and document appropriate fees as well as all necessary support documents.

Prepare and review all documentation and disclosures to ensure accuracy, completeness and required signatures for consumer and business accounts.

Maintain a full understanding of all ancillary products and be prepared to discuss the advantages and costs of loan protection coverage (i.e., MBP, GAP, Debt Protection and Equity Safe).

Advise members on IRA products and process IRA applications and related transactions.

Educate members on the use of Credit Union technology (i.e., plastic cards, ATM, text banking, mobile banking, CU Online).

Research and resolve member complaints, questions and inquiries.

Comply with SAFE Act Legislation, which requires annual registration as a Mortgage Loan Originator (MLO).

Thorough understanding of the sales process and how to manage a sales pipeline efficiently, including skills in outbound calling, preferred.

Cooperate and work with co workers as a team member

Performs all responsibilities in accordance with CW Values, compliance, regulatory and Information Protection requirements.

Attend training and comply with CWCU policies and procedures as well as applicable State and Federal regulations

Performs additional duties as assigned

QUALIFICATIONS

Effective analytical skills and math skills with a high degree of accuracy required.

Excellent telephone communication skills, verbal, written and listening.

Must be goal oriented with a strong desire to exceed established expectations.

Strong desire to market and sell Credit Union products and services.

Effectively able to manage multiple projects and work through constant interruptions.

Able to manage schedule with minimal supervision and oversight.

Full-time hours required, with additional hours as necessary.

Working knowledge of current State, Federal, and other regulations applicable to consumer lending and savings.

Proficient PC skills with the ability to learn new software.

EDUCATION/EXPERIENCE REQUIREMENTS

Associate’s degree in Business, or equivalent work or educational experience required. Bachelor’s degree preferred.

Minimum 2 years of financial service sales experience, or 3 years combined experience with outbound call sales and financial services required.

Experience in home equity and/or consumer lending preferred.

Apply at:https://www.centralwcu.org/content/careers