Contact Center Representative

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 food 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 Representative 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, and 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.

WHAT You’ll Need:

• 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

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.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Customer service: 2 years (Required)

Language:

• English and Spanish (Required)

Ability to Commute:

• Chicago, IL 60632 (Required)

Ability to Relocate:

• Chicago, IL 60632: Relocate before starting work (Required)

Work Location: In person