POSITION PURPOSE

The Outbound Relationship Development Specialist will support a variety of credit union initiatives including loan recapture, member onboarding and retention,pre-approved marketing campaigns, and other lending and services sales efforts. Support of these initiatives will be achieved by successfully developing relationships through outbound channels with members and/or potential members.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Conduct a high volume of outbound calls using call lists for targeted member and non-member groups.
• Successfully build personal banking relationships with members over the phone and through email.
• Identify services (loans, investments, and/or deposit accounts) at outside financial institutions and converts those services to Fortera.
• Educate members and non-members on all credit union products such as Consumer loans, Home Equity loans, Mortgages, New Accounts, Investment Services, Insurance, and Digital Banking options.
• Input complete and accurate loan applications per member and non-member requests. Insure all pertinent information is in the application so that underwriting can provide an educated loan decision.
• Deliver loan application decisions to member and cross-sell ancillary products on approved applications such as debt protection, GAP, and Warranty.
• Explain denial reasons and provide resources for financial/credit assistance as applicable.
• Identify new member opportunities by encouraging current members to refer co-workers, friends, and family to the credit union.
• Increase penetration levels of various promotions by placing follow up calls to members to increase the sense of urgency, and finalize the sale of promotional products.
• Conduct follow-up contacts via outbound call to ensure member satisfaction and create additional cross-sell opportunities.
• Open all share types to existing member accounts following Standard Operating Procedures. 
• Respond to member inquiries promptly and professionally.
• Provide superior member service to all members and non-members.
• Participate in community and civic events to promote awareness of the Credit Union in the community.
• Attend and participate in all meetings, trainings, and committees as required.
• Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position to include Bank Secrecy Act compliance.
• Complete special projects as assigned by management.
• Ensure work areas are clean, secure, and well maintained.

PERFORMANCE MEASUREMENTS

• Meet or exceed target sales goals.
• Personalized banking relationships are maintained and nurtured. Problems and questions are courteously and promptly resolved or referred.
• Increase services per household of targeted members.
• The Credit Union’s professional reputation is maintained and conveyed.
• Records, reports and related documents are accurate, current and submitted on time.
• Fortera’s core values are satisfactorily demonstrated.

SPECIAL NOTE: FORTERA FEDERAL CREDIT UNION 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, OR PROTECTED VETERAN STATUS.

PLEASE BE ADVISED, VISA SPONSORSHIP IS NOT AVAILABLE FOR THIS POSITION. 

Required Skills

SKILLS/ABILITIES:

• Strong interpersonal and oral communication skills.
• Able to maintain clear and transparent communication.
• Attentive listening skills. Well organized.
• Ability to work independently and handle multiple priorities simultaneously.
• Creative and able to develop innovative solutions.
• Individually motivated to meet sales goals.
• Able to use a PC, related software, and standard office equipment.
• Able to meet deadlines and maintain and effective and efficient workflow.
• Able to work well under pressure while always representing the Credit Union in a professional manner.
• Professional dress, appearance, and attitude.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY:

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.   

TALKING:   

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

REPETITIVE MOTION:     

Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE HEARING: 

Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES:    

Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH:     

Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally (almost all office jobs.)

WORKING CONDITIONS     

NONE:                  

No hazardous or significantly unpleasant conditions. (Such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:     

Able to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with ordinary, standardized situations.

MATHEMATICS ABILITY:   

Ability to perform basic math skills, use decimals to computer ratios and percent, and to draw and interpret graphs.

LANGUAGE ABILITY:

Ability to use passive vocabulary of 5-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. 

Ability to write complex sentences, using proper punctuation, adjectives, and adverbs. 

Ability to communicate in complex sentences; using normal word order with present and past tenses; and good vocabulary.

Required Experience

QUALIFICATIONS

EDUCATION/CERTIFICATION:      

HS diploma or equivalent.

REQUIRED KNOWLEDGE:    

Working knowledge of Credit Union products and services.

Understanding of all Credit Union policies and programs.

EXPERIENCE REQUIRED:   

At least two years working in a sales position.      

At least one year working in a financial institution.

SKILLS/ABILITIES:

• Strong interpersonal and oral communication skills.
• Able to maintain clear and transparent communication.
• Attentive listening skills. Well organized.
• Ability to work independently and handle multiple priorities simultaneously.
• Creative and able to develop innovative solutions.
• Individually motivated to meet sales goals.
• Able to use a PC, related software, and standard office equipment.
• Able to meet deadlines and maintain and effective and efficient workflow.
• Able to work well under pressure while always representing the Credit Union in a professional manner.
• Professional dress, appearance, and attitude.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY:

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.   

TALKING:   

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

REPETITIVE MOTION:     

Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE HEARING: 

Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES:    

Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH:     

Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally (almost all office jobs.)

WORKING CONDITIONS     

NONE:                  

No hazardous or significantly unpleasant conditions. (Such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:     

Able to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with ordinary, standardized situations.

MATHEMATICS ABILITY:   

Ability to perform basic math skills, use decimals to computer ratios and percent, and to draw and interpret graphs.

LANGUAGE ABILITY:

Ability to use passive vocabulary of 5-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. 

Ability to write complex sentences, using proper punctuation, adjectives, and adverbs. 

Ability to communicate in complex sentences; using normal word order with present and past tenses; and good vocabulary.