Senior Sales Call Center Representative

Dollar Bank, FSB; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Dollar Bank, FSB is seeking a Senior Sales Call Center Rep. in the Account Sales department to generate new consumer loans and credit cards through proactive outbound calls to existing customers, while handling inbound inquiries and emails.

The role emphasizes meeting monthly and yearly goals, CSAT, and call quality targets, with a hybrid schedule after training. The position requires 3 years of proactive sales experience, strong communication skills, and the ability to work with multiple

Qualifications

• High School Diploma/GED required.
• Three (3) years of proactive sales experience required, with demonstrated experience meeting goals including via outbound or telemarketing calls and lead generation.

Responsibilities

• Make outbound calls to existing Dollar Bank customers to retain and expand their relationship with the bank to include new loan and credit card products.
• Assess customer needs through effective listening and questioning in order to recommend solutions including additional products and services.
• Handle inbound product related calls and show the consistent ability to upsell and maximize these inquiries.
• Consistently provides the highest level of customer service meeting quality standards when aiding new and existing customers within the markets we serve.
• Ensure the accuracy of the information provided to customers.
• Maintain proficient knowledge of Dollar Bank's products, services, regulations, policies, and procedures, participating in regular product and customer service training throughout employment.
• Recommend and open several types of retail accounts.
• Act as a liaison with other departments in solving customer issues.
• Strive to meet established goals and establish loyal customer relationships.
• Achieve monthly goals which may include sales goals, CSAT, quality scores and call handling time.
• Adhere to Bank and department regulations, policies, and procedures in performing daily assignments and tasks.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by Dollar Bank's risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Skills

Customer service

Active listening

Proactive sales

Outbound calls

Lead generation

Education

High School Diploma/GED

Job description

The Senior Sales Call Center Rep. in the Account Sales department is responsible for generating new consumer loans and credit cards via proactive outbound solicitation calls to existing Dollar Bank customers as well as generating and maximizing any loans and credit card inquiries when assigned to handle inbound calls. This includes, assessing their needs and matching them with new and additional products and services. This role is required to achieve ambitious monthly and yearly goals for the department, as well as achieve service level goals such as CSAT, quality score, and call handling time. This position will also field inbound leads via email, and chat requests. The successful Lead Lending Solutions Specialist will be responsible for effective communication with all departments that are involved with the processing of new loan and credit card requests. This includes providing any necessary documentation or answering any outstanding questions that will lead to the expedient processing of the customer's application. You will work a rotating schedule including some evenings and Saturdays. You will have the opportunity to work a hybrid schedule after successfully completing training and supervisor approval.

Education and Experience Requirements:

• High School Diploma/GED required.
• Three (3) years of proactive sales experience required, with demonstrated experience meeting goals including via outbound or telemarketing calls and lead generation.

Certificate, Licenses and Registration Requirements:

• N/A

Knowledge, Skill, and Ability Requirements:

• Must be service-oriented with strong people skills to assess customer needs and respond to questions.
• Proven critical thinking and problem-solving skills.
• Able to patiently communicate with customers and departments with diplomacy and tact.
• Excellent written and verbal communication skills including active listening.
• Proficient in a variety of computer applications
• Competent to work independently and in a team environment.
• Be flexible and able to adapt to changing priorities.
• Good organizational and time management skills.

Essential Functions:

• Make outbound calls to existing Dollar Bank customers to retain and expand their relationship with the bank to include new loan and credit card products.
• Assess customer needs through effective listening and questioning in order to recommend solutions including additional products and services.
• Handle inbound product related calls and show the consistent ability to upsell and maximize these inquiries.
• Consistently provides the highest level of customer service meeting quality standards when aiding new and existing customers within the markets we serve.
• Ensure the accuracy of the information provided to customers.
• Maintain proficient knowledge of Dollar Bank's products, services, regulations, policies, and procedures, participating in regular product and customer service training throughout employment.
• Recommend and open several types of retail accounts.
• Act as a liaison with other departments in solving customer issues.
• Strive to meet established goals and establish loyal customer relationships.
• Achieve monthly goals which may include sales goals, CSAT, quality scores and call handling time.
• Adhere to Bank and department regulations, policies, and procedures in performing daily assignments and tasks.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by Dollar Bank's risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Supervisory Responsibilities:

• N/A