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Job Details

Remote Consumer Relationship Consultant - Outbound Sales

Seattle, WA, United States

Posted on
Mar 20, 2023

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1301 5th Avenue - Seattle, Washington 98101
This position is a remote work from home role that can reside anywhere across the United States.
Work hours: 8:30am - 5:30pm local time (must be available to work 1 Saturday per month)
Training: The first two weeks of this role will involve training. Training will involve up to 4 days of travel to Cleveland, Ohio for in person training.
The Consumer Relationship Consultant reports to the Consumer Lead Strategy and Sales Manager and is responsible for making outbound calls to prospective and existing consumer clients. While interacting with clients during such calls, the Relationship Consultant aims to improve client satisfaction, enhance and expand client relationships by performing a financial review, offering financial advice, and selling products and services. The Consumer Relationship Consultant operates in a centralized environment specializing in deepening the relationship between KeyBank and our valued clients. This position will be focused on outbound consumer deposit and lending product sales and service activities.
* Make manual outbound calls daily with the assistance of KeyBank issued telephony tools for the purpose of effectively selling consumer and lending products and services with a focus on consumer banking clients
* Meet and exceed sales, quality monitoring, client experience, and efficiency goals while contributing to the overall sales success of the team, Call Center Sales & Service, and KeyBank
* Demonstrate ability to have relationship approach combined with needs based sales technique
* Demonstrate all the KeyBank values in all conversations with clients and team members: teamwork, respect, accountability, integrity and leadership
* Develop a solid understanding of the regulatory and compliance guidance surrounding outbound sales and the Telephone Consumer Privacy Act (TCPA)
* Consistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous
* Build rapport and strengthen client relationships while servicing client needs
* Research and provide verification and documentation of client issues and resolution
* Maintain thorough knowledge and understanding of Key Bank's products and services
* Effectively educate clients on the features and benefits of Key's products and services
* Recognize implicitly-stated and explicitly-stated client needs and opportunities to offer additional or enhanced products and services
* Knowledgeably respond to and overcome client objections by offering solutions with options
* Act as peer partner to other Consumer Relationship Consultants including those recently hired into the same functional unit
* Display consultative selling skills to build rapport, strengthen and deepen client relationships
* Perform financial reviews of client portfolios and account analysis. Recognize the need/opportunity for additional products and services
* Complete the sale and application process for deposit and credit products and services
* Recognize and effectively act upon client retention opportunities
* Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate
* Adhere to established policies and procedures related to servicing, sales, regulatory compliance, quality, and sales client contact strategy
* Work collaboratively in team environment to achieve team, department, and line of business commitments
* High school diploma or GED equivalency
* 2-3 years retail or telephone sales experience required
* Demonstrated success meeting established sales/referral goals and measurements
* Demonstrated success in cross-selling, up-selling and sales referring
* Strong knowledge of financial products and services.

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