Lead Outbound Supervisor

Description

SUMMARY:

The Lead Outbound Supervisor supervises the Outbound Member Advisors. This staff member will monitor and evaluate interactions and sales workflows to ensure that performance standards and the volume targets are met. The staff member is responsible for the daily activities of the Outbound Center unit, including meeting sales quotas, operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. Reports to Director of Branch Operations Stateside. Contributes to the development of processes and procedures directly tied to Outbound. Thorough knowledge of functional area.

ESSENTIAL JOB FUNCTIONS:

• Train and prepare the Outbound Member Advisors to reach out to members and cross-sell our products and services with integrity.
• Provide Outbound Member Advisors with a daily on-going outbound campaign list, and ensure staff connect with members via phone and email, and document all member interaction inside Synapsys.
• Demonstrate and review scripts on how to qualify members for appropriate products and services and ensure staff is cognizant of their monthly sales quota.
• Through ongoing coaching ensure sales of products and services are beneficial to both the member and the Credit Union in accordance with sales expectations and goals.
• By working with Director of Retail Operations, identify call list criteria, research call lists for sales opportunities, as well as process and fund loans as necessary.
• Monitors and evaluates agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Prepares weekly reports on sales completed, percentage to goal, and overall contact success rates.
• Ensures staff interview member applicants following provided scripts, review credit bureau reports, enter loan applications into our loan origination system, and prepare all loan documentation. They must also coach to ensure all documentation and procedures are followed accurately for members.
• Follow-up with members as appropriate. Assist team members with opening and closing new loan accounts, as well as notifying members of denied requests.
• Maintain a positive and proactive service spirit in all member interactions. Promote a cohesive team environment with co-workers.
• Must follow all BSA regulations, including reporting suspicious activity via SAR when applicable and completing annual training.
• Remain up-to-date on details regarding the Credit Unions products and services.
• Perform other duties as assigned.

REQUIRED EXPERIENCE:

• Bachelors degree required
• 2 years of supervisory experience, and call center and sales experience
• Ability to coach, train and motivate employees and evaluate performance, including drafting performance reviews
• Excellent problem solving, leadership and sales and service skills
• Demonstrate ability to communicate in writing and over the phone on a highly professional and proficient level
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Strong understand of Andrews products and services
• Must possess excellent computer navigation skills, a high aptitude for digital banking applications and a working knowledge of MS Office Word, Outlook, and Excel
• Must possess excellent organization skills, attention to detail, problem solving skills, the ability to work independently, finish tasks according to schedule, and operate well in a fast paced environment

Qualifications