Contact Center Sales Representative
Jax Federal Credit Union
Branch Location: Park Street Building, 562 Park St, Jacksonville, FL 32204
Starting Salary: $15.30 – $19.13/hour
Status: FT (40 hrs/wk)
Weekly Work Schedule: Monday-Friday (8:30am-5:15pm) & alternating Saturdays (8:45am-1:15pm)
Be a contributing and strong performing member of a full-service Contact Center Sales team. Responsible for the intake and closing of all Contact Center loan applications from members and non-members by phone. Work, generate and follow up on all online applications that originate through our online and mobile delivery channels. Responds to all incoming leads via our web-forms, online chats, and cross sells from our Contact Center Service team. Participate in assigned call campaigns that include but not limited to all quarterly call campaigns and indirect call lists.
Major Duties and Responsibilities:
1. 60% – Makes outbound sales calls for members on a variety of lending products and services. Follows up on direct mail and telemarketing.
2. 15% – Be an active participant in a Contact Center Sales Team by adhering to all Contact Center stands to include online chat, keeping abandonment rates at established levels, maintaining appropriate in-service levels, and manage a constant pipeline of applications to meet the apps per day standard.
3. 15% – Perform loan and new account quality checks to assure quality assurance goals are met. Image all loan and non-loan documentation in a timely manner to align with our document retention standards.
4. 5% – Attends meeting and scheduled trainings.
5. 5% – Performs other related duties as assigned.
Knowledge & Skills
Two years financial services experience in a retail branch or contact center setting with an emphasis in consumer lending, sales, consultation, and business development.
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others.
Strong follow-up and communication skills are a must because the nature of work requires the ability to process, interpret, and answer consumer questions in a fast-paced contact center environment.
PC Skill Level: Intermediate to advanced knowledge and proficiency with MS Office Suite.
Telephone Etiquette: Good listening and strong consultative sales skills.
Accuracy: Strong attention to detail. Ability to make sound decisions with minimum information.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms.
The employee must be able to work for long periods of time at one workstation while processing and receiving information through a phone queue. Associate must be able to wear a one or two ear piece headset.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The noise level in the work environment is usually moderate to high.
Mental and/or Emotional Requirements:
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.
Jax Federal Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.
College degree is preferred. A high school education of GED. Consumer lending, sales related, and business development training.