Outbound Calling MSS / Sales Representative

APG Federal Credit Union
Edgewood, MD
Apr 20, 2017
Apr 21, 2017
Full Time
Full-Time **Summary:** ** **Under the direction of the Retail Loan Center Branch Manager, develop new business through the promotion of Credit Union offerings to members and prospects via multiple channels including a major focus on outbound calling efforts as well as lobby business. Be responsible for generating new and increased loan volume. Uncover member needs through personal contact and cross-sell products, automated services and other services to meet these member needs as outlined in established Credit Union goals. Also, assist Branch Management by making recommendations on refunding fees and charges to members. Perform a variety of savings related services and loan related duties. **Essential Duties and Responsibilities:** **Member Service:** Provide consistent, courteous and personal service to members. Analyze member needs, match products/ services to maximize member relationships with credit union and increase member wealth. Outbound calls to existing/potential members to develop loan needs and to solicit new loan business. Demonstrate the use of automated services to new and existing members in order to increase the percentage of members oriented to automated services. Open new accounts, make revisions to existing accounts, and complete non-cash/check transactions for the members as appropriate. Investigate member account problems and make determinations on refunding fees and charges, within authority, as warranted by the circumstances. **Sales Goals:** Responsible for specific, measurable goals for shares, loans, loan protection, cross-selling and referrals based on credit union's strategic plan. Generate sales primarily through outbound calling to members and prospects. Analyze financial situation of prospects/members to pro-actively cross-sell Credit Union products and services to expand relationships, overcoming objections when necessary. Creatively generate ideas to increase quality sales leads based on successful call campaigns. **Loan Service:** Increase loan volume by cross-selling loan products to new, existing and prospective members to meet Credit Union goals. Review loan histories and interview loan applicants, recommend suitable loan products, compile necessary documentation, define collateral requirements, and determine monthly payments. Identify debt held by other institutions and cross-sell loan products to members for the transferring of debt to the credit union. Be familiar with home loan products and cross-sell or refer mortgage and home equity loans where applicable to meet established goals. Review/analyze denied loan applications and make recommendations to supervisor for alternate decision if warranted. Properly communicate denials to members and refer when appropriate to a counseling service. Provide assistance in completing loan applications and associated information. Promote and cross-sell loan protection to meet established sales goals. Knowledge and skills will be maintained by keeping abreast of all policies and procedures and through regular training and practice. Complete all associated paperwork and correspondence with members as necessary. **Member Account Maintenance:** Correct errors in member accounts, calculate penalties and dividends. Perform the quality control function to review savings activities as assigned. Re-order checks, change account information, order membership cards, and perform notary public functions, clear transferring military and civilian members, close accounts, initiate stop payments, and order copies of members' records, as required. Recommend, establish or change such products as payroll deduction, military allotment, and direct deposit based on the members' needs. Properly process transactions using all automated systems of the Credit Union. **Membership Development:** Maintain current member files for follow-up. Identify members who will benefit from our savings and/or loan products and services, and contact members by mail or phone. Assist with membership calls as required for marketing of products and services and any other marketing promotions. Generate ideas to enhance quality service, such as recommendation for workflow improvements and products innovation. **Quality Control:** Identify and communicate to Credit Union Management, product or service related issues or improvements which would result in higher quality services for members or improved financial control for the Credit Union. Maintain adherence to all Credit Union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity, as due course of business. **Additional General:** May assist management with administrative and operational duties, on an as needed basis: time sheets, opening and closing of loan center, vault and alarm system, system override, difficult member inquiries and coordination of workflow. Perform other related duties as required or directed. **Travel:**This position may require some travel in support of all Loan Center locations. **Qualifications:** **EDUCATION**: Equivalent to High School education with additional broad specialized training equivalent to 2 years college. Experience can be credited in lieu of education. NMLS licensed, or able to obtain NMLS licensing upon hire. **EXPERIENCE:** 3 to 5 years sales experience with a financial institution. Experience interviewing loan applicants and an understanding of underwriting with the ability to recommend loan decisions. **KNOWLEDGE, SKILLS & ABILITIES:** Knowledge of the features and benefits of financial institution products and services to include mortgage products. Knowledge of consumer credit and mortgage laws; skills in communications, customer service, human relations, on-line computers and business math; ability to work independently and as part of a team, problem solves and makes decisions. Must be numbers and detail oriented; have strong relationship building skills; able to generate large percentage of sales goals via outbound calling efforts. **PHYSICAL DEMAND**: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is frequently required to sit, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 25 pounds, and be capable of transporting related supplies and equipment. Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus. *APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status. Please use the attached link to view the EEO law poster * APGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities. If you need a reasonable accommodation for any part of the employment process, please send an email to the Human Resources Department at HRD@apgfcu.com and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities *Posted:* March 11, 2017