Contact Center Representative

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, ensuring all communities have the basic infrastructure they need to thrive—from high-quality schools to grocery stores selling fresh foods—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 changes.

About the Role

We are seeking a Contact Center Specialist to join our team.

Responsibilities

• Successfully respond to member questions 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.
• Cross-sell credit union products and services when appropriate.
• Provide preliminary information on IRA accounts, loan products, and collection activities, or refer to appropriate contacts outside the call center.
• Understand and respond to unique member inquiries, including high net-worth, high-touch, mission-supportive depositors, as well as difficult, emotional, or problematic situations.
• Research member inquiries to ensure proper follow-up and satisfaction.
• Assist members with forms requiring electronic signatures.
• Respond to and/or forward relevant questions submitted through the Self-Help website portal.
• Manage Shortel Contact Center Coding Protocols, including logging in/out of call center software, coding calls, using wrap-up codes, and tracking metrics like queued calls, abandoned calls, wait time, and time spent with members.
• Travel to other locations as needed for coverage, training, or other purposes.
• Perform other duties as deemed necessary.

Requirements

• High school diploma or equivalent.
• 1 to 2 years of 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 Microsoft Word; Excel preferred.
• Strong math ability.
• Ability to function in a financial institution branch environment and utilize standard office equipment (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 prioritize 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

Pay

Compensation starts at $23.75 per hour.

Physical Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Close vision is required.
• Regularly required to sit; talk and hear; use hands to finger, handle, or feel; and reach with hands and arms.
• Frequently required to type and use a keyboard.
• Occasionally required to lift and/or move up to 20 to 40 pounds.