Job Opportunities API

Job Description: 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 Digital Member Service Agent to join our team! What You'll Do: MEMBER SUPPORT • 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 membe r 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 interacti ons, 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 troub leshooting 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 d igital 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 softw are, 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: • High School diploma or equivalent related experience. • 3   years’   of experience in   customer Service in a call center or retail operations environment. • Strong commit ment 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. • Ability to   maintain   a professional attitude in challenging situations . • Proficient in relevant computer applications. Ability to learn and navigate new software quick ly. • Experience with Microsoft Office products including Outlook and Excel. • Strong organization and time management; ability to prioritize tasks • Ability to work independently to manage multiple priorities within established   time frames • Knowledge of Mite l 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. • Ability   and willingness to work beyond normal work hours, as needed. Ability to   demonstrate   Self-Help's Core Values: o    Mission Before Self o    Service With Excellence o    Embracing & Promoting Change o    Results Not Credit o    Diversity as a Strength o    Financial Sustainability for Mission Impact Compensation Starts: $25.25 PHYSICAL REQUIREMENTS/WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job .    Reasonab le accommodations may be made to enable individuals with disabilities to perform the essential functions. • Close vision is   required . • Employee is   regularly required to:   sit;   talk and   hear;   use hands to finger, handle or   feel;   and   reach with   hands and arms. • Employee is   frequently   required to type and use a keyboard. • The employee must occasionally lift and/or move up to 20 to 40 pounds. Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Company Disclaimer: Self-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.