Contact Center Representative

Self-Help•Asheville, NC

1d•Onsite

About The Position

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, 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 its founding, Self-Help has 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. The Contact Center Specialist role involves successfully responding to member questions raised via phone, email or online portal, processing and assisting with home loan payments and other transactions, cross-selling credit union products and services, and providing preliminary information on IRA accounts, loan products, and collection activities. The role also requires understanding and responding to unique requests from all inquiries, including high net-worth and mission-supportive depositors, as well as difficult or emotional member situations, and researching member inquiries for proper follow-up. Additionally, the position involves processing online membership applications, assisting members with electronic signature forms, responding to questions submitted through the Self-Help website portal, and providing support for mobile and online banking customers. Other duties include managing Shortel Contact Center Coding Protocols and traveling to other locations as needed for coverage, training, or other needs.

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
Preference for working in organizations that place priority on teamwork and collaboration
Ability to demonstrate Self-Help's Core Values: Mission Before Self, Service With Excellence, Embracing & Promoting Change, Results Not Credit, Diversity as a Strength, Financial Sustainability for Mission Impact

Nice To Haves

Proficiency with Excel preferred
Knowledge of Shortel Phone Systems and Credit Union policies and procedures preferred

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