Customer Service Specialist

1 week ago

Pisgah Forest, North Carolina, United States Self-Help Full time
About Us:

Self-Help has been dedicated to addressing economic disparities since its inception in 1980, particularly in communities that have encountered systemic obstacles to wealth accumulation. Our mission centers on fostering and safeguarding ownership and economic prospects. We believe in economic justice, ensuring that all communities possess the essential infrastructure necessary for prosperity, including access to quality education and fresh food sources. Our ongoing efforts aim to discover innovative methods to advance economic justice, from offering fair and accessible loans to collaborating with partners to advocate for legislative reforms.

Position Overview:

We are looking for a Customer Service Specialist to become a vital part of our team. The individual in this role will address service inquiries from Self-Help Credit Union members in a courteous, professional, and efficient manner through phone and written communication, providing assistance in both English and Spanish. The Specialist will cultivate and maintain a thorough understanding of all Self-Help Credit Union offerings to effectively resolve member inquiries directly or, when necessary, direct them to the appropriate resources. Additionally, they will stay informed about the broader Self-Help organization to respond to questions regarding various initiatives and services beyond the Credit Union, such as commercial lending and community development. Adherence to Self-Help policies and procedures is essential while delivering exceptional member service and ensuring timely follow-up for satisfactory resolution of requests. Consideration may be given to applicants from other Self-Help Credit Union locations if capacity allows.

Key Responsibilities:
  • Effectively address member inquiries and service requests, including but not limited to:
    • Account verification
    • Stop payment requests
    • Wire transfer requests
    • Share and checking account inquiries
    • Health savings account assistance
    • CD renewals
    • IRA inquiries
  • Authenticate members following established protocols and conduct further research as needed to ensure accurate responses and member satisfaction. Handle call-back requests appropriately.
  • Process mortgage and consumer loan payments from members via phone and assist them in understanding online self-service payment options.
  • Inform members about Credit Union services and products that can help meet their financial needs. Provide initial information on IRA accounts, loan products, and collection processes, referring members to the appropriate contacts for further assistance. Respond effectively to challenging or emotional interactions, following escalation procedures as necessary.
  • Assist members with forms requiring electronic signatures.
  • Manage Mitel Contact Center protocols, including logging in and out of call center software, utilizing wrap-up codes, coding approved breaks, and system releases.
  • Achieve overall performance metrics such as call response rates, abandoned call rates, wait times, and time spent with members.
  • Travel to various locations as needed for coverage.
  • Perform additional duties as required.
Qualifications:
  • High school diploma or equivalent relevant experience.
  • At least 1 year of experience in customer service within a call center or retail environment.
  • Fluency in Spanish is preferred; fluency in English is required.
  • Strong verbal and written communication skills.
  • Proficient mathematical skills.
  • Ability to operate in a financial institution environment and utilize standard office equipment, including PCs, fax machines, copiers, and telephones.
  • Willingness to travel as needed.
  • Proficiency in Word is required; proficiency in Excel is preferred.
  • Familiarity with Mitel Phone Systems and Credit Union policies is a plus.
  • Flexibility to work beyond standard hours as necessary.

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