Sales and Recovery Specialist

Sales And Recovery Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary:

The Sales and Recovery Specialist is responsible for delivering an outstanding lending experience through inbound digital application fulfillment, outbound sales calls and the recovery of funds from charged-off accounts. This position is responsible for driving sales by actively reaching out to leads to pre-qualify new opportunities, contacting debtors to negotiate payment plans, processing payments, and maintaining accurate records. This role necessitates experience in building and sustaining positive relationships with members, along with a strong aptitude for cross-selling products to fulfill member needs.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works with purpose and is driven to provide the best team member experience.
• Perform a thorough needs assessment for all lending products for members and prospective members.
• Provide consultative sales advice for members, including consultative advice for members that we are unable to approve for a loan product.
• Establishes and maintains a positive relationship by creating an exceptional experience making the member feel valued.
• Proactively identifies changes in member's life and banking needs and recommends relevant solutions to enhance the member's financial and life goals.
• Provides timely responses to member and other team member requests.
• Communicate underwriting decisions with a sales and service mindset.
• Loan origination functions: including loans initiated through digital platforms, inbound and outbound calls.
• Cross sell aftermarket products including but not limited to GAP insurance, extended warranties, credit life and disability insurance.
• The ability to structure and advise on complex loan situations. The loan products advising on will include and not limited to Personal Loans, Vehicle Loans, Unsecured Loans, and Home Equity /HELOC products.
• Cross sell additional loans and deposit accounts based on thorough member needs assessment interviews.
• Maintain and follow up regularly on a pipeline of loans.
• Maintain performance by meeting or exceeding established goals and key metrics
• Collect on portfolio charged-off accounts and achieve monthly assigned goals.
• Initiate contact with debtors via phone, email, text, and mail to aide in collection recovery.
• Conduct thorough research and review member information to assess their ability to repay debt and determine appropriate collection strategy.
• Negotiate payment arrangements and settlements within company guidelines.
• Assumes responsibility for related duties and special projects as required or assigned.
• Fosters a positive and engaging work environment for team members.
• Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures including but not limited to completing and submitting Currency Transaction Reports, being knowledgeable of signs of unusual financial activities, and reporting signs of unusual activity and/or completing reporting for Suspicious Activity Report as appropriate per procedure.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions, and general operating policies and procedures
• Knowledge of lending product philosophy and regulations
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite.
• Knowledge of lending regulations, compliance standards, and the legal requirements governing financial transactions to ensure adherence to industry guidelines.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
• Skilled in leveraging strong sales and interpersonal skills to effectively promote lending products, build rapport with members, negotiate and foster long-term relationships.
• Ability to efficiently understand and follow oral and written instructions, establish and maintain effective working relationships with other team members
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to consult with members, understand their financial needs and provide tailored lending solutions aligned with their goals.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to coordinate several concurrent activities simultaneously.

Supervisory Responsibilities

• Team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member performs a variety of related tasks which are mostly routine but are sensitive in nature.
• Non routine situations or conflicts are usually referred to the supervisor for resolution.
• Instructions to the team member may be general or specific in nature.
• Courses of action are determined by established procedures and/or the Consumer Lending Processing Manager.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Minimum Qualifications

• High School Diploma or equivalent required
• Minimum three (3) to five (5) years financial services or sales experience required
• Proven experience in lending sales within a credit union or financial institution.
• In-depth knowledge of Personal Loans, Vehicle Loans, Unsecured Loans, and Home Equity/HELOC products.
• Strong understanding of lending regulations and compliance.
• Excellent communication and interpersonal skills. Ability to obtain a Nationwide Multistate Licensing System (NMLS) license.
• Bilingual preferred
• Bondable

For All Candidates:

This is a Full-Time, Hourly (non-exempt) role.

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email View email address on click.appcast.io or call View phone number on click.appcast.io for assistance.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.