Contact Center Representative

Job DescriptionThe Contact Center Rep will respond to requests for service from Self-Help Credit Union members in a pleasant, professional, and efficient manner via telephone or written correspondence. They will develop and maintain expertise in all Self-Help Credit Union products and services to successfully address member inquiries directly or when appropriate, by referring the member to the proper contact. The Contact Center Rep will also maintain familiarity with the broader Self-Help organization and be capable of responding to inquiries regarding organizational initiatives and services beyond the Credit Union, such as commercial lending, community development, etc. They must comply with Self-Help policies and procedures while providing excellent member service and ensure timely and accurate follow-up with members as necessary to provide satisfactory resolution to their requests.We are seeking a Contact Center Representative to join our Greenville, SC Team! What You'll Do 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 toappropriate 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. 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. 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 ValuesMission Before SelfService with ExcellenceEmbracing & Promoting ChangeResults Not CreditDiversity as a StrengthFinancial Sustainability for Mission ImpactSelf-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Company DisclaimerSelf-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.