Virtual Branch Sales Representative

Virtual Branch Sales Representative

Reports To: Virtual Branch Sales Manager

Supervises: None

Status: Non-Exempt

Objective

The Virtual Branch Sales Representative is a results-driven call center position responsible for performing a broad variety of Member focused sales and service-related activities that helps enrich the financial lives of our member. This high-contact sales position requires the ability to deal effectively with Members and other KEMBA Associates for all inbound/outbound Member activity that results from Member calls, e-mail, and internet activity.

Duties and Responsibilities

• Professionally Member service activity associated with loan and deposit services:
• Provide accurate information for all products and services, as well as the status of all Member accounts
• Cross-sell alternative or additional services where they best fit the Member's needs
• Generate checking accounts for new and existing Members
• Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
• Accurately document all requests for new membership, loans, deposit accounts and ancillary services
• Effectively organize and prioritize Member requests and concerns to provide outstanding member experience
• Provide basic financial services advice to Members that promotes their financial well-being
• Perform consumer loan and new deposit account documentation and processing that will ensure the proper creation and maintenance of Member accounts
• Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member sales and service
• Assist other MSRs and lending staff based on work requirements
• Meet or exceed all sales, service and productivity goals established for this position
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA
• Maintain an up-to-date status of all sales support and processing activity with routine reporting to management
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
• Must be able to relate to other people beyond giving and receiving instructions:
• Can get along with coworkers or peers without exhibiting behavioral extremes
• Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Respond appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• Prior over-the-phone or platform sales experience preferably in a banking environment
• Prior experience in a customer service role
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy and speed
• Professional demeanor
• Effective communication skills

Desired Qualifications

• Prior experience in a financial/banking institution

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role