Call Center Sales Representative
MECU Credit Union, Baltimore, MD, United States
Department Shift
Monday - Friday: 10:20-7pm
Rotating Saturdays (mandatory): 9:00 AM - 1:00 PM
Employment Details This is a full‑time position located in downtown Baltimore. MECU Credit Union subsidizes a portion of parking or MTA. Applicants must successfully complete an electronic assessment.
Position Summary This role is responsible for answering inbound calls and consulting with members about their financial objectives to identify credit needs and provide appropriate loan solutions. The ASR builds strong, trusting relationships with new and existing members, cross‑sells other Credit Union products and services when appropriate, and follows up on referrals received. The candidate exercises excellent customer service in all member interactions.
Essential Duties and Responsibilities
Success is measured by the ability to achieve key phone performance metrics including schedule adherence, call monitors and member survey results.
Interview loan applicants, ensure accurate, sufficient information is obtained, review loan histories and recommend suitable loan products.
Coordinate all loan applications through LPQ for decisions.
Exercise excellent customer service in all member interactions and follow up on referrals received from Account Services Representatives.
Identify cross‑sell and upsell opportunities and capitalize on them to achieve successful referrals and completed application goals.
Actively participate in sales and service meetings.
Provide ideas for improving methods to service members.
Share knowledge with other team members of the department.
Identify needs and offer products and services that improve the financial well‑being of members.
Collaborate with Lending and other departments to answer member questions and resolve issues.
Offer the following Loan Protection products to every qualified member: Credit Life & Disability, Guaranteed Asset Protection (GAP), Extended Warranty Protection (EWP) and TruStage Auto Insurance.
Control calls with regard to time management.
Accurately track daily work efforts.
Perform other duties as assigned.
Preferred Qualifications Must have a High School Diploma/GED. Requires one to two years of operational/sales experience, with a minimum of one year in a customer contact environment. Demonstrates strong customer service and sales skills. Proficient with Microsoft Office products including Word, Excel and Outlook. Excellent organizational, verbal and written communication skills.
Competencies Required
Strong attention to detail.
Ability to identify and resolve problems efficiently.
Ability to work well under pressure and multitask.
Strong commitment to attendance and punctuality.
Strong customer service skills.
Proficiency in MS Office Products.
Excellent oral and written communication skills.
Knowledge of credit union products and services.
Ability to work effectively as part of a team with little supervision.
Commitment to “quality member service”.
Compesation $20/hr
Work Location and Physical Demands This position is located at Corporate Headquarters. Employees may apply for a hybrid work schedule after the successful completion of a 90‑day conditional period. Approval is subject to performance, department needs, organizational resources and manager’s discretion.
MECU of Baltimore, Inc. is an equal‑opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age or any other characteristic protected by law.
MECU conducts credit, bond and background checks.
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Rotating Saturdays (mandatory): 9:00 AM - 1:00 PM
Employment Details This is a full‑time position located in downtown Baltimore. MECU Credit Union subsidizes a portion of parking or MTA. Applicants must successfully complete an electronic assessment.
Position Summary This role is responsible for answering inbound calls and consulting with members about their financial objectives to identify credit needs and provide appropriate loan solutions. The ASR builds strong, trusting relationships with new and existing members, cross‑sells other Credit Union products and services when appropriate, and follows up on referrals received. The candidate exercises excellent customer service in all member interactions.
Essential Duties and Responsibilities
Success is measured by the ability to achieve key phone performance metrics including schedule adherence, call monitors and member survey results.
Interview loan applicants, ensure accurate, sufficient information is obtained, review loan histories and recommend suitable loan products.
Coordinate all loan applications through LPQ for decisions.
Exercise excellent customer service in all member interactions and follow up on referrals received from Account Services Representatives.
Identify cross‑sell and upsell opportunities and capitalize on them to achieve successful referrals and completed application goals.
Actively participate in sales and service meetings.
Provide ideas for improving methods to service members.
Share knowledge with other team members of the department.
Identify needs and offer products and services that improve the financial well‑being of members.
Collaborate with Lending and other departments to answer member questions and resolve issues.
Offer the following Loan Protection products to every qualified member: Credit Life & Disability, Guaranteed Asset Protection (GAP), Extended Warranty Protection (EWP) and TruStage Auto Insurance.
Control calls with regard to time management.
Accurately track daily work efforts.
Perform other duties as assigned.
Preferred Qualifications Must have a High School Diploma/GED. Requires one to two years of operational/sales experience, with a minimum of one year in a customer contact environment. Demonstrates strong customer service and sales skills. Proficient with Microsoft Office products including Word, Excel and Outlook. Excellent organizational, verbal and written communication skills.
Competencies Required
Strong attention to detail.
Ability to identify and resolve problems efficiently.
Ability to work well under pressure and multitask.
Strong commitment to attendance and punctuality.
Strong customer service skills.
Proficiency in MS Office Products.
Excellent oral and written communication skills.
Knowledge of credit union products and services.
Ability to work effectively as part of a team with little supervision.
Commitment to “quality member service”.
Compesation $20/hr
Work Location and Physical Demands This position is located at Corporate Headquarters. Employees may apply for a hybrid work schedule after the successful completion of a 90‑day conditional period. Approval is subject to performance, department needs, organizational resources and manager’s discretion.
MECU of Baltimore, Inc. is an equal‑opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age or any other characteristic protected by law.
MECU conducts credit, bond and background checks.
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