Contact Center Representative - Nationwide

Self-Help; United States; Remote; USD 66,125,000 - 77,146,000; Full time

Benefits offered by this job

Benefits package

Job summary

Self-Help is seeking a customer service professional to support members by phone, email, or online portal. You will process payments, assist with home lending transactions, and cross-sell products while addressing high-touch inquiries with empathy.

The role requires 1-2 years in a call center or retail environment, strong verbal and written communication, and bilingual English/Spanish abilities. Proficiency with Word and familiarity with Excel are a plus.

Qualifications

• High school diploma or equivalent.
• 1–2 years customer service in a call center or retail environment.
• Bilingual English/Spanish required.
• Ability to sell products and services.
• Excellent verbal and written communication skills.
• Proficiency in Word; Excel preferred.
• Excellent math ability.
• Able to operate in a financial institution setting.

Responsibilities

• Respond to member questions by phone, email or online portal; assist with payments and transactions; cross-sell products when appropriate.
• Process online membership applications and support mobile/online banking with minimal delays.
• Maintain call center coding protocols and travel to other locations as needed; perform other duties as required.

Skills

Bilingual English/Spanish

Customer service

Verbal & written communication

Sales ability

Word proficiency

Excel familiarity

Math ability

Travel as needed

Teamwork

Education

High school diploma or equivalent

Tools

Shortel Phone Systems

Job description

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. We’re committed to economic justice—a mission to ensure all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores, fresh food resources, and neighborhood-level support regardless of demographics, income or wealth. Since our founding, we’ve sought new ways to pursue greater economic justice, from providing fair and affordable loans to working with partners to demand policy change.

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.

WHAT You’ll Need

• 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. Proficiency with Excel preferred.


• 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.


• Knowledge of Shortel Phone Systems and Credit Union policies and procedures preferred.


• 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

Compensation

Compensation rate starting: $23.75 per hour. Competitive nonprofit compensation, based on experience, plus a generous benefits package. Compensation ranges for each position are based on local market rates and will be determined by geography, role, and experience.

Equal Opportunity Employment

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.