Job Details

Inbound Engagement Advocate

The Inbound Engagement Advocate contributes to the success of the credit union and its members by responding to member sales inquiries, primarily via phone channel. This position will also support the organization's objectives for growth and deepening member relationships through a heavy emphasis on making appropriate product and service recommendations and a consultative sales approach. Inbound Engagement Advocates work with a high volume of members, and non-members, and are responsible for delivering accurate, timely, and professional experiences. This advocate will positively represent the credit union and exemplify Desert Financial's Vision and Core Values.

What you will do here:

• Provide exceptional experiences through in-depth knowledge of credit union products and services.
• Accurately assess consumer interactions to appropriately determine needs and recommend financial solutions to meet those needs and organization objectives.
• Demonstrate exceptional personal drive and time management skills to effectively prioritize and manage workload, initiate self-development, and achieve the performance objectives and expectations of the role.
• Demonstrate initiative by identifying and solving consumer challenges, identifying trends and escalating priority issues, and effectively utilizing credit union resources and services.
• Display exceptional verbal and written communication skills and attention to detail, modeling the credit union's mission, vision, and values.
• Maintain knowledge of relative processes, procedures, and regulatory guidelines.
• Perform other job-related duties as assigned.

What you will need:

• High School Diploma or GED required.
• 2+ years of customer service experience in a contact center, or Financial Service industry experience required.
• 1+ years experience meeting sales objectives within the financial services industry or other types of retail businesses required.
• 1+ years experience handling member contacts in a Desert Financial Credit Union Contact Center preferred.
• Excellent organizational and written communication skills. Strong, problem solving and decision-making skills required.
• Detailed knowledge of Financial Services related products such as auto loans, home equity loans, mortgage, deposit, and checking accounts preferred.
• Extensive experience with member contact and ongoing relationship building through a consultative sales approach required.
• Contact Center knowledge including working with chat, digital and phone systems preferred.
• Demonstrated competency using Microsoft Office Suite (Outlook, Excel, Word) required.
• Working knowledge of Salesforce.com preferred.
• NMLS - Nationwide Multistate Licensing System required.