Digital Member Service Center Agent

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 Penrose, NC team!

Position Summary:

The Digital Member Service Agent works on the Self-Help CU Contact Center Team responding to member requests for digital services information, help and support in English and Spanish. This is a fast-paced environment that requires excellent listening skills, professional verbal and written communication skills, attention to detail and agile problem solving while maintaining high quality member service standards. The Digital Member Service Agent develops and maintain knowledge of all Self-Help Credit Union products and services, with particular expertise in our digital services, cultivating knowledge of the evolving operating systems, browsers, and services that make-up the financial technology eco-system. Familiarity with the broader Self-Help mission and organization is also required.

This is a hands-on position responsible for accurate and efficient processing of member transactions, online account applications, debit and credit card support, and guiding members to the products and services that meet their needs, in a friendly, helpful manner and in compliance with Self-Help policies & procedures.

WHAT You’ll Do:

• 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 member 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 interactions, 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 troubleshooting 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 digital wallet, credit and debit card transactions made in-store 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 software, 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 commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Preference for working in organizations that place priority on teamwork and collaboration.
• 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 quickly. 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 Mitel 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:
  • Mission Before Self
  • Service With Excellence
  • Embracing & Promoting Change
  • Results Not Credit
  • Diversity as a Strength
  • Financial Sustainability for Mission Impact

If you are interested in who we are and what we do; have a strong desire to work in an organization that places a high priority on teamwork and collaboration; and are interested in working to help create economic opportunity for all – THIS is the place for you! "Click the “apply now” button to apply.

Compensation: 

Competitive nonprofit compensation, based on experience, plus a generous benefits package.

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.