Digital Member Services Agent

Self-Help • Hendersonville, NC

3d • 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. We are committed to economic justice, meaning 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 Digital Member Service Agent to join our team!

Requirements

• High School diploma or equivalent related experience.
• 3 years’ of experience in customer Service in a call center or retail operations environment.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• English and Spanish fluency preferred.
• Exceptional customer service, active listening, verbal and written communication skills.
• Ability to maintain a professional attitude in challenging situations.
• Proficient in relevant computer applications.
• Ability to learn and navigate new software quickly.
• Experience with Microsoft Office products including Outlook and Excel.
• Strong organization and time management; ability to prioritize tasks.
• Ability to work independently to manage multiple priorities within established time frames.
• Ability and willingness to work beyond normal work hours, as needed.
• 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

• Preference for working in organizations that place priority on teamwork and collaboration.
• Knowledge of Mitel Phone Systems and Credit Union policies and procedures preferred.
• Knowledge of financial products and services, banking practices, operations, and regulations preferred.
• Email/Chat correspondence experience a plus.

Responsibilities

• Successfully respond to member and prospective member questions and service requests from the digital services ECC phone queue in Spanish or English, including but not limited to: advanced debit & credit card management support, token management, mobile & online banking, and electronic signature management.
• Verify members using established protocols and further research inquiries as required to ensure proper response and satisfaction.
• Respond to call back requests.
• Facilitate and process online membership and product applications.
• Process Mission supportive deposit membership and account applications sourced by Development, Policy and Impact staff and assist them with MSD service requests.
• Open and close Health Savings Accounts.
• Successfully respond to member questions and service requests submitted through online and mobile channels.
• Answer and/or forward relevant questions submitted through the Self-Help website portal.
• Respond appropriately and effectively to difficult, emotional, or problematic interactions, and follow escalation protocols.
• Understand online application portal protocols and configuration in order to assist members, troubleshoot issues, and as appropriate escalate issues to management &/or Application Support.
• Provide technical and troubleshooting support for mobile and online banking users, understanding differences due to operating systems and browsers.
• Provide feedback and appropriate escalation to management, Application Support, and IT.
• Troubleshoot digital wallet provisioning and digital wallet, credit and debit card transactions made instore or online.
• Provide feedback and appropriate escalation to management and Retail Operations.
• Successfully manage Mitel Contact Center protocols including logging in and out of call center software, using wrap-up codes when finishing a call, coding approved breaks and system releases, etc.
• Meet overall key performance indicators.
• Travel to other locations in NC as needed for coverage, training or other needs.
• Perform other duties as may be deemed necessary.

Benefits

• strong benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED