Chad Smith Email & Phone Number

NLMS2484200Working with members to understand their financial and lending needsMaking consumer loan product recommendations that align with the member’s goalsQA Excellence Award Q4 2023Meeting members where they’re at: conveying complex information to members in a way they understandCreating a positive and low-effort experience for each memberOpening new accounts and troubleshooting, as neededMeeting/exceeding sales goals, while always keeping the member’s best… Show more NLMS2484200Working with members to understand their financial and lending needsMaking consumer loan product recommendations that align with the member’s goalsQA Excellence Award Q4 2023Meeting members where they’re at: conveying complex information to members in a way they understandCreating a positive and low-effort experience for each memberOpening new accounts and troubleshooting, as neededMeeting/exceeding sales goals, while always keeping the member’s best interest front and centerWorking with Windows PC and multiple web-based applications Show less

Remote

Answer incoming phone calls from agents and customersAssist with a variety of inquiries, including status on pending new business applications and pending in-force transactionsHelp with specific in-force policy questions, product information, current rates, and service issue resolutionProcess and maintain department SLAs by processing basic transactions and servicing customer requests with a sense of urgency and accuracyNavigate multiple administrative systems in support of our… Show more Answer incoming phone calls from agents and customersAssist with a variety of inquiries, including status on pending new business applications and pending in-force transactionsHelp with specific in-force policy questions, product information, current rates, and service issue resolutionProcess and maintain department SLAs by processing basic transactions and servicing customer requests with a sense of urgency and accuracyNavigate multiple administrative systems in support of our New Business, Claims, and In-force Back Office work Keep and document detailed and concise notes on all interactions Show less

Remote

An integral part of the hiring process, managing recruiting activities and building relationships with internal and external candidates and clients. Often provide the first impression of OCI and ensure an incredible candidate experience throughout the entire interview process. Possess great communication skills, have the ability to shift gears at a moment’s notice and be an organizational expert.Managed scheduling for interviews and phone screens by working directly with candidates and… Show more An integral part of the hiring process, managing recruiting activities and building relationships with internal and external candidates and clients. Often provide the first impression of OCI and ensure an incredible candidate experience throughout the entire interview process. Possess great communication skills, have the ability to shift gears at a moment’s notice and be an organizational expert.Managed scheduling for interviews and phone screens by working directly with candidates and hiring managersProvided follow-up correspondence and status updates to candidates via phone and emailUpdated candidate records and track recruiting activities in applicant tracking systemsBuilt relationships with recruiters, hiring managers, interviewers across multiple teams to facilitate strong internal communication Show less

Chandler, Arizona, United States

Promoted from Preferred Sales Specialist (8/2014)Collaborate across lines of business to support clients’ credit, investment and deposit needs via banking product sales while championing quality and excellent client experiences. Serve as an expert on credit card and deposit service and sales, auto sale financing, and digital banking enrollment and benefits. Establish quarterly goals, organize results and build quarterly reports. Use a Synergy platform for client sales and account servicing,… Show more Promoted from Preferred Sales Specialist (8/2014)Collaborate across lines of business to support clients’ credit, investment and deposit needs via banking product sales while championing quality and excellent client experiences. Serve as an expert on credit card and deposit service and sales, auto sale financing, and digital banking enrollment and benefits. Establish quarterly goals, organize results and build quarterly reports. Use a Synergy platform for client sales and account servicing, Solution Center for quality assurance and an Avaya system to manage remote work.Chosen for the Valiant Winner Award as one of the top 2% of nationwide top performers across consumer and small business linesTrained staff on customer and system best practices, growing balance transfers and direct deposits 15%Recognized quarterly for top customer experience survey scores and acknowledged for perfect quality scores for a full yearBuilt a reputation for sales call quality, with recorded calls played frequently as examplesChosen to roll out a strategy that proactively solicits customer satisfaction survey participation Show less

Chandler, Az

Delivered client experience and sales workshops to new and tenured associates. Coached and developed new employees via on-the-job training to ensure effective use of tools and resources. Mentored junior coaches and acted as manager during absences. Analyzed employee quality metrics. Supported navigation of the CallScripter Synergy desktop.Recognized by team leaders for delivering high quality training; improved training program content in collaboration with site leads, performance… Show more Delivered client experience and sales workshops to new and tenured associates. Coached and developed new employees via on-the-job training to ensure effective use of tools and resources. Mentored junior coaches and acted as manager during absences. Analyzed employee quality metrics. Supported navigation of the CallScripter Synergy desktop.Recognized by team leaders for delivering high quality training; improved training program content in collaboration with site leads, performance proficiency managers and team leadsFacilitated a transition from credit card support services to advanced client solutions and then traveled to the Phoenix office to assist a manager and team make the conversion Show less

Phoenix, Az

Sold banking products while supporting cardholders with new account openings, balance transfers and direct deposits. Shared best practices with team to drive attainment of sales and customer experience goals. Built daily sales and statistics reports. Coached new employees and monitored calls. Handled escalated calls and assisted with lost and stolen card issues. Served as a team expert in credit card sales and service, Microsoft Excel reporting and use of a CLMS. Used Skype for team… Show more Sold banking products while supporting cardholders with new account openings, balance transfers and direct deposits. Shared best practices with team to drive attainment of sales and customer experience goals. Built daily sales and statistics reports. Coached new employees and monitored calls. Handled escalated calls and assisted with lost and stolen card issues. Served as a team expert in credit card sales and service, Microsoft Excel reporting and use of a CLMS. Used Skype for team communications.Consistently ranked in nation’s top 25 and recognized as the branch’s quarterly top performer for achieving the highest credit card sales and best client experience ratings.Built a reputation for exceptional call quality, with calls used frequently in training as good examples Show less

Bellevue, Wa