Outbound Contact Center Manager jobs in Lowell, MA

Jeanne D’Arc Credit Union offers competitive wages, excellent benefits, a pleasant working environment, and the opportunity for career growth and advancement. We count on our valued workforce to be professional, provide exceptional member service, and to help our members make smart financial choices.

Come join us as an Outbound Contact Specialist, where under the Assistant Treasurer Outbound Contact Manager, you will engage with new and existing members via telephone to build member relationships through education about Credit Union products and services by identifying financial needs and new banking opportunities.

Essential Functions & Responsibilities:

• Contacts new and existing members via telephone to conduct onboarding calls, Hubspot calls, home equity line of credit (HELOC) calls, and other outbound-related calls to educate members about Credit Union products and services and enhance their overall member experience. Identifies cross-selling product and service opportunities that would benefit the membership and align with the Credit Union's mission.
• Prioritizes outbound lending efforts by reviewing funding queues within the consumer loan origination system. Informs the member of the decision and next steps, evaluates closing documents, uploads documents to the loan origination system, and schedules loan closings.
• Completes daily activity logs ensuring accurate reporting.
• Provides sales and solution support to outbound campaigns.
• Assists in answering inbound calls as needed.
• Deescalates challenging member situations by problem-solving, exercising sound judgment, and decision-making skills while demonstrating a special effort to say "yes."
• Adheres to and is proficient in all Member Contact Center processes, procedures, and compliance regulations, including member identification/authentication procedures and confidentiality.
• Performs other job-related duties as assigned.

One year of related experience is required. High school diploma or equivalent required or an equivalent combination of education and experience.