Contact Center Representative

About the role

The Contact Center Specialist will provide direct member support, process home loan payments, cross-sell credit union products and services, and manage Shortel Contact Center protocols. This role requires a high school diploma or equivalent, 1 to 2 years of customer service experience, bilingual English/Spanish skills, and proficiency in Microsoft Office.

Responsibilities

• Successfully respond to member questions via phone, email or online portal
• Process and assist with home loan payments via telephone and internet tools
• Forward to appropriate individuals for response as needed
• Cross-sell credit union products and services when appropriate
• Provide preliminary information on IRA accounts, loan products and collection activities
• Research member inquiries to ensure proper follow up and satisfaction
• Manage Shortel Contact Center Coding Protocols
• 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
• Proficiency with Excel preferred
• Excellent math ability
• Ability to function in a financial institution branch environment and utilize standard office equipment
• 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

Qualifications

• 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

Skills

• Customer service skills
• Communication skills
• Financial knowledge
• Microsoft Office proficiency

Benefits

Competitive nonprofit compensation, based on experience, plus a generous benefits package. Self-Help is an equal opportunity employer.

Pay

Starting rate: $23.75

Schedule

Flexible schedule to accommodate call center operations.