Insurance Specialist - FAS Contact Center

About the role

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! Purpose Financial Advisory Services Specialist with an insurance focus is responsible for providing exemplary member service, consultative insurance guidance, and growing the delivery of insurance services through branch, telephone and/or digital delivery channels. The specialist is also responsible for engaging FAS, branch, and MSS personnel across all business lines and work collaboratively to support effective referral processes and ensure member holistic financial planning needs are met. *This position is for Monday - Friday, from 11A-8P. Some Holiday shift work required. Performance Expectations and Essential Responsibilities* Develop or increases proficiency in the ability to meet members' needs in the areas of Life Insurance and Personal Lines Insurance, including: explaining coverage options, delivering quotes, writing policies and policy servicing. Develop a strong understanding of each insurance company's products, services, underwriting requirements and risk appetite and place new business effectively in light of those requirements. Develop a good understanding of all FAS solutions to coordinate and engages with other specialists as needed to obtain assistance with complex scenarios and ensure member needs are being met holistically. Develop a strong understanding and effectively be able to navigate SECU operational systems, Applied EPIC, various insurance carrier websites and new systems as introduced in the future. Effectively work referrals to ensure members are connected with a qualified FAS employee. Frequently communicate with FAS Contact Center Management about activities and results within assigned area. Utilize SECU technology, marketing campaigns, lead platforms, referrals and/or member branch visits to achieve daily activity levels that align with insurance productivity benchmarks as communicated by management. Comply with all Credit Union policies and regulatory requirements. Ensure all member information remains confidential and members' accounts are accessed for business purposes only. Follow all security and control procedures. Greet and assist members in a courteous, professional, and timely manner through all service channels - in-person, phone, and digital communication. Actively work with mentor and management team to strengthen proficiency in member service delivery. Ensure that proper identification of members is taking place and all actions are compliant with SECU's Member Information Security Procedure (MISP). Willing to assist in other areas of the operation as needed. Professionally interact with other departments to facilitate member requests. Must maintain acceptable performance level based on Key Performance Indicators (KPI's) and achieve and maintain standards as directed by management. Regular attendance and punctuality are mandatory. Soft skills and call quality must be maintained at an acceptable level. Specialists in the FAS Contact Center must develop a strong understanding of CXOne platform and be available in member-facing phone skill sets as determined by management. Maintain a current and comprehensive knowledge of credit union products and services and possess an ability to provide quality referrals. Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor. Complete all required quarterly training courses, continuing education & other training assigned by management. Attend Excel and Elevate - New Employee Training (E&E) if required. The following Core modules will be completed after E&E and subsequent training sessions: Member Eligibility Money Market Share Accounts (MMSA) NCUA Coverage SECU Online Services SECU Policies Overview Share Accounts Tax-Advantaged Accounts We Are SECU! Account Research in OnBase Account Titling & Designations Estate Basics Financial Advisory Services (FAS) Overview Life Stage MARGO Platform MARGO Teller Member Identification Relationship Manager SECU's Member Facing Websites Share Term Certificates U.S. Savings Bonds Minimum Requirements Must have an active North Carolina Life Insurance license as well as either Personal Lines or Property & Casualty licenses OR obtain these licenses within 3 months of hire. (Note: unlicensed hires will obtain North Carolina Life and Property & Casualty Insurance Licenses) Prior insurance sales and services experience strongly preferred. High school diploma or GED is required. Four-year degree in Finance, Marketing, Communication, Risk Management, or related fields that align with core competencies and key responsibilities of the position strongly preferred. Some experience in the credit union or financial services industry is preferred. Must maintain all required licenses after obtaining them and satisfy all continuing education requirements. Ability to work independently and as part of a team. Must develop and demonstrate excellent