Digital Member Services Agent

What You'll Do

• 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
• Electronic signature management
• Verify members using established protocols.
• 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.

What You'll Need

• A high school diploma or equivalent related experience.
• 3 years’ of experience in customer Service in a call center or retail operations environment.
• A strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Preference for working in organizations that place priority on teamwork and collaboration.
• English and Spanish fluency preferred.
• Exceptional customer service, active listening, verbal and written communication skills.
• The ability to maintain a professional attitude in challenging situations.
• A proficient understanding of relevant computer applications.
• The ability to learn and navigate new software quickly.
• Experience with Microsoft Office products including Outlook and Excel.
• A strong organization and time management; ability to prioritize tasks.
• The ability to work independently to manage multiple priorities within established time frames.
• 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.
• Occasional travel, as needed.
• The ability and willingness to work beyond normal work hours, as needed.
• The 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.