The Requirements
To be a good fit for this position you will have:- A high school diploma or the equivalent.
- A minimum of three years of customer service experience. Quick question for you - click here
- Some familiarity with or aptitude for learning financial products.
- The ability to quickly learn and retain extensive and detailed information.
- Computer literacy and the ability to learn our CRM software, Summit, and other marketing and data base software.
- Excellent verbal communication skills with the ability use them effectively over the phone.
- Strong written communication skills and the ability to compose professional emails.
- A college degree or the equivalent work experience.
- At least one year of financial institution experience.
- One year or more of experience in sales.
- Bilingual skills in English and Spanish.
- Inquisitiveness, empathy for customers and a creative approach to helping customers solve their problems and achieve their goals.
- An easy-going disposition.
- Enthusiasm and the desire to learn.
- The ability to accept change easily.
- A strong team orientation -- the desire to help the group succeed.
- Acting as a self-starter.
- A high degree of comfort as a technology user -- you may spend time on social media sites, do a lot of online banking, use smartphone apps regularly, etc. Quick question for you - click here
The Role
As a Personal Account Advisor within our Call Center, you will join a team of 20+ like professionals and provide world class customer service through multi-communication channels. It will be your task to effectively identify the appropriate product and service matches for each member in order to meet the member's financial needs and deepen the relationship. This is needs based selling so to be effective it's paramount that you understand and are comfortable with all of Provident Credit Union's processes, products, services, and conveniences. You will need to be well versed in the product line and access channels including details on Home Banking, Mobile and ATM functionality, which includes Share Branching and ATM Co-Op Network, and Share Branch and Co-Op Network accessibility and conveniences. You'll also need a thorough understanding of our ancillary product lines including insurances and investment products.As a sampling of additional duties you will:
- Fulfill the required training classes for New Employee Orientation Training, Online Performance Training, and In-House Call Center Training, demonstrating a strong understanding of the products, processes, and collateral materials.
- Consistently utilize desktop marketing tools, e.g., pop screens, member profitability data etc., to increase personal service.
- Provide member education regarding various electronic delivery channels, acting as a key player in moving transaction based member phone calls to self-assisted electronic channels.
- Follow up on sales leads received from the CRM system, phone, mail, and electronic media, and cross-sell when appropriate.
- Act as the liaison between members and relevant back office departments.
It's important to note that while you will be selling products when they fit a member's needs, this is more service than sales, so your primary responsibility is member support. In addition to the acquired product knowledge, you will use your full customer service skill-set including good listening skills, empathy, de-escalation tools, resolution, etc.
Your standard hours will be 9:00 a.m. to 6:00 p.m. Monday through Friday, with an appropriate lunch break. Twice a month you’ll work a 9:00 a.m. to 2:00 p.m. Saturday shift, but on those weeks, you’ll enjoy corresponding time off from your regular week day schedule. You'll be working in a diverse department with a wide range of experience, where we work hard and appreciate and respect each other's contributions.
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
Why Provident
Visibility and growth potential -- as a Personal Account Advisor (PAA) you will interact with every department from operations to marketing to IT. That means that you'll be able to see what everyone does and understand career possibilities. We are experiencing growth and like to promote from within, so if you demonstrate that you're a star and spend a few years really learning the ins and outs of Provident Credit Union, we're confident opportunities for advancement will arise.Strong department & training -- you will have an advantage if you come in with some knowledge of financial product offerings, but we'll fully train you, giving you the tools needed to earn your Personal Account Advisor certification. Upon arrival, you will have approximately three weeks of training including our on-boarding process, formalized training and shadowing an experienced PAA. We all check our egos at the door and are accustomed to supporting the team, so there will be help when needed as you acclimate to the system.
Empowering management -- while the normal call center evaluation tools will be utilized - call monitoring, a monthly score card measuring key areas of performance, etc., you will not be "over-managed." Your supervisors, the Call Center Managers, believe in the skill and professionalism of the staff, and leave you to do your job. If you are performing well, you'll have plenty of elbow room to work and excel.
Company, community, atmosphere -- Provident Credit Union has a solid foundation and a strong history of success. We believe that our employees like working here, which is demonstrated by our low turn-over rate. We have a cohesive community and a beautiful setting. You'll be working in our beautiful corporate offices (pictured above) which includes nice walking paths and benches where you can enjoy your lunch.
Excellent compensation -- in addition to a competitive salary and profit sharing potential, we offer medical, dental and vision care coverage, 100% paid for the employee and available on the 1st of the month following your start date. We also have a 401(k) retirement plan with matching employer contributions, a credit union membership, flexible spending accounts, reduced rate employee loan programs, and more. One of our favorite benefits is the opportunity to use either our Maui or Lake Tahoe condos for vacation.
Keys to Success
We want to give you all the tools you need to be successful and grow with Provident. For us to do that, you'll need to bring enthusiasm, a love of learning, a hunger to succeed, and high personal standards to the table. Your first 60 days will be key. That's when you'll be taking in a great deal of detailed information, which you will need to do your job. To find success, you'll need to arrive at work every day, ready to be an enthusiastic learner. Our best Personal Account Advisors are reliable, from getting here on time regularly to pitching in to help the team.It's also important that your customer service skills are sharp and you have the interpersonal skills to work effectively with internal and external shareholders. If you treat your teammates and other Provident employees with the same customer-centric focus you'll give your clients, you will be a good fit for our culture and easily become part of our cohesive team.
About Provident
Provident Credit Union is member-owned, trusted, financially sound, technologically advanced, and provides "world class" value, convenience, products and services to all members. We are headquartered in Redwood Shores, CA and have 18 branches located throughout California, in the San Francisco Bay Area, Eureka, and Folsom. Our savings rates are 44% higher than the national average, and we boast a 5-star health rating and a BBB® rating of A+. We have more than 280 employees proudly serving 99,000+ members.Your Money is Safe at Provident
Provident Credit Union is committed to the safety of our members' deposits. With over 1.6 billion dollars in assets, Provident has earned a reputation for absolute safety and soundness. Additionally, we hold 13% of our assets in reserve, a figure greatly exceeding that of most banks. Plus, your savings are insured to $250,000 per membership (with an additional $250,000 per IRA) by the National Credit Union Administration (NCUA).