Contact Center Representative

Self-Help•Greensboro, NC

About The Position

WHO We Are: Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high quality schools to grocery stores selling fresh foods resources that support opportunity at a neighborhood level regardless of demographics, income or wealth. Since our founding, we’ve constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans, to working with partners to demand that lawmakers change unjust policies. We are seeking a Contact Center Specialist to join our team! WHAT You’ll Do: DIRECT MEMBER SUPPORT Successfully respond to member questions raised via phone, email or online portal or forward to appropriate individuals for response. Process and assist with home loan payments via telephone and internet tools, home lending transmittals, external wire requests, and other transactions as may be needed. Cross-sell credit union products and services when appropriate. Provide preliminary information on IRA accounts, loan products and collection activities and/or refer to appropriate contact outside of the call center. Understand and respond to unique requests of all inquiries including high net-worth, high-touch, mission-supportive depositors as well as difficult, emotional or problematic member situations and respond to member needs effectively and appropriately. Research member inquiries to ensure proper follow up and satisfaction. ONLINE AND MOBILE SUPPORT Process online membership applications. Assist members with forms that may require electronic signatures. Successfully respond to and/or forward relevant questions submitted through the Self-Help website portal. Provide support for mobile and online banking customers with minimal transfers or hold times. OTHER Successfully manage Shortel Contact Center Coding Protocols- logging in and out of call center software, coding nature of calls, using wrap up codes when finishing a call, coding approved breaks, system releases, percentage of queued calls answered, abandoned calls, wait time and time spent with member, etc. Travel to other locations as needed for coverage, training or other needs. Perform other duties as may be deemed necessary.

Requirements

High school diploma or equivalent.
1 to 2 years customer service experience in a call center or retail operations environment.
Ability to communicate effectively in verbal and written form.
Bilingual English/Spanish Required
Ability to sell products and services.
Excellent verbal and communication skills.
Proficiency in Word required.
Excellent math ability.
Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc.
Ability to travel as needed.
Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
Ability to demonstrate Self-Help's Core Values: o Mission Before Self o Service With Excellence o Embracing & Promoting Change o Results Not Credit o Diversity as a Strength o Financial Sustainability for Mission Impact

Nice To Haves

Proficiency with Excel preferred.
Knowledge of Shortel Phone Systems and Credit Union policies and procedures preferred.
Preference for working in organizations that place priority on teamwork and collaboration.

Responsibilities

Successfully respond to member questions raised via phone, email or online portal or forward to appropriate individuals for response.
Process and assist with home loan payments via telephone and internet tools, home lending transmittals, external wire requests, and other transactions as may be needed.
Cross-sell credit union products and services when appropriate.
Provide preliminary information on IRA accounts, loan products and collection activities and/or refer to appropriate contact outside of the call center.
Understand and respond to unique requests of all inquiries including high net-worth, high-touch, mission-supportive depositors as well as difficult, emotional or problematic member situations and respond to member needs effectively and appropriately.
Research member inquiries to ensure proper follow up and satisfaction.
Process online membership applications.
Assist members with forms that may require electronic signatures.
Successfully respond to and/or forward relevant questions submitted through the Self-Help website portal.
Provide support for mobile and online banking customers with minimal transfers or hold times.
Successfully manage Shortel Contact Center Coding Protocols- logging in and out of call center software, coding nature of calls, using wrap up codes when finishing a call, coding approved breaks, system releases, percentage of queued calls answered, abandoned calls, wait time and time spent with member, etc.
Travel to other locations as needed for coverage, training or other needs.
Perform other duties as may be deemed necessary.