Title: 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. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

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