Financial Solutions Specialist (Call Center Sales)

Job Description: Financial Solutions Specialist report to the Member Solutions Center Manager, and are responsible for providing exceptional service experiences in a fast paced call center environment. Team members are accountable for first call resolution by accurately resolving member inquires through the extension of credit union product and service solutions.

All experiences delivered should positively contribute to the channels achievement of sales and service performance objectives. Specialist may interact with members by telephone, email or chat. Responsible and Accountable for:

• Consistently delivering an exceptional member experience as measured by the credit union
• Responsibilities include delivering energetic service through multiple media types; telephone, emails and chat.
• Producing a pro-rata portion of assigned sales goals
• Demonstrating the ability to optimize member contacts by meeting immediate need and uncovering additional opportunities to serve the member
• Utilizing “available” time efficiently, consistently maintaining low “work” and “unavailable” percentages while meeting interaction performance standards
• Complying with all member verification processes and transaction processing guidelines to mitigate risk and protect the member and the credit union for fraud or loss.
• Comply with all record keeping requirements of the Bank Secrecy Act for wire funds transfers of $3,000 or more.
• Sales and service responsibilities include identifying opportunities to sell credit union products; meeting/exceeding aggressive sales, cross-sell and funding goals; providing prompt, accurate and courteous responses to members; making financial recommendations; processing various complex financial transactions; effectively educating members basic financial literacy components and Chartway’s products and services.