Membership Advocate

• To serve the members of Samaritan Ministries International (SMI) by compassionately and efficiently communicating with members through designated service delivery channels, identifying and addressing member needs with timely and accurate information while working within established procedures and ministry guidelines with a focus on delivering solutions and value regarding their membership with SMI.
• This is a full-time position, 40 hrs./week, Monday-Friday, 9:00am-5:30pm (central)

COMPETENCIES

• Digital Literacy
• Fostering Communication
• Attention to Detail
• Initiative
• Product and Technical Knowledge
• Acting with Integrity, Empathy, and Compassion
• Collaborating with Others
• Pursuing ExcellenceNeighbor Focus
• Problem Solving

KEY RESPONSIBILITIES

• Assess member’s situations and address their need effectively while communicating God’s love, always pointing them back to Christ
• Provide the member with information on programs and services
• Increase member retention and improve member experience
• Develop customer service solutions and ensure high-quality member support
• Maintain the confidentiality of member information
• Review and respond to all member inquiries through inbound and outbound phone calls, emails, and tasks
• When appropriate, provide biblical counsel, prayer, and encouragement, while upholding the authority of the member’s local church
• Participating in ongoing training and meetings with a joyful and teachable attitude
• Meet quality assurance requirements and other key performance metrics as specified by Team Lead
• Use critical thinking and problem solving skills to resolve member requests and complaints

QUALIFICATIONS & EXPERIENCE

• At least 18 years old with a diploma or GED
• Customer Service
• Ability to type a minimum of 45 WPM is preferred
• Good written and verbal communication skills
• Proficient use of Microsoft PC and a variety of programs
• Microsoft Office Suite (Basic)

ADDITIONAL INFORMATION

• Staff will observe safety principles while performing the duties of the position
• Disclaimer: This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in the classification. Work hours may be irregular including performing duties on evenings or weekends.
• This position requires an active commitment to the mission and values of SMI. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.