Contact Center Representative
About The Position
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. In other words, we’re committed to economic justice! Economic Justice means that 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 Contact Center Specialist to join our Archer Heights team! WHAT You’ll Do: Answer incoming calls and take appropriate action for each call professionally and accurately. Engage in active listening, identify members’ needs, clarify information, research every issue and provide solutions. Escalate unresolved problems; ensuring that member feels supported and valued. Follow up on complaint/question status, ensure resolution. Assist members with any online or mobile banking questions, and escalate any issues to management appropriately. Understand and strive to meet or exceed personal goals and contact center metrics while providing excellent consistent member service. Utilize software, scripts, reports and tools appropriately.
Requirements
- Ability to commit to a six (6) day work (when needed).
- English/Spanish fluency required.
- 2-year experience in financial institution or min. 2-year experience in contact center environment.
- Good data entry/keyboard skills – must type a minimum of 50 wpm.
- High School or equivalent experience
Responsibilities
- Answer incoming calls and take appropriate action for each call professionally and accurately.
- Engage in active listening, identify members’ needs, clarify information, research every issue and provide solutions.
- Escalate unresolved problems; ensuring that member feels supported and valued.
- Follow up on complaint/question status, ensure resolution.
- Assist members with any online or mobile banking questions, and escalate any issues to management appropriately.
- Understand and strive to meet or exceed personal goals and contact center metrics while providing excellent consistent member service.
- Utilize software, scripts, reports and tools appropriately.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
