Role Overview

Self-Help Credit Union is seeking a Member Service Center Agent fluent in Spanish and English to join either our call center in Penrose, NC, or Greensboro, NC. The Member Service Center Agent responds to requests from Spanish and English-speaking credit union members in a pleasant and professional manner via telephone or digital written messaging. They develop expertise in Self-Help Credit Union products and services to address member inquiries directly or by referring the member to the proper contact, such as our commercial lending and community development partners. Member Service Center Agents enjoy providing excellent member service. The Self-Help Credit Union Member Service Center Agent starting salary is $18.50 per hour with generous benefits.

Essential Responsibilities

• Successfully respond to member questions and service requests in Spanish or English including but not limited to:
  • Account verification
  • Stop payments
  • Debit & credit card management
  • Wire Requests
  • Mobile & Online banking
  • Share & Checking accounts
  • Health Savings Accounts
  • CD Renewals
  • IRAs
• Process mortgage and consumer loan payments from members via phone and assist members in understanding online self-service loan payment options.
• Educate members regarding Credit Union services and products that can aid them in meeting their personal financial needs. Provide preliminary information on IRA accounts, loan products, and collection activities and refer members to appropriate contacts for further assistance.
• Further research member inquiries as required to ensure proper response and satisfaction. Respond to call-back requests from members.
• Respond appropriately and effectively to difficult, emotional, or problematic interactions, and follow escalation protocols.
• Process online membership applications.
• Assist members with forms that may require electronic signatures.
• Successfully respond to and/or forward relevant questions submitted through the Self-Help website portal.
• Provide support for mobile and online banking customers with minimal transfers or hold times.
• 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.
• Meet overall metric goals such as percentage of queued calls answered, abandoned call rate, wait time and time spent with members.
• Travel to other locations in NC as needed for training.
• Perform other duties as may be needed.

Credentials, Experience and Skills

• High school diploma or equivalent.
• Minimum 1 year of customer service experience in a call center or retail operations environment.
• English and Spanish Fluency required.
• Excellent verbal and written communication skills.
• Excellent math ability.
• Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone.
• Ability to travel throughout North Carolina as needed.
• Proficiency in Word required. Proficiency with Excel preferred.
• Knowledge of Mitel Phone Systems and Credit Union policies and procedures preferred.

Compensation

Competitive nonprofit salary, based on experience, with a minimum salary of $18.50 per hour plus a generous benefits package.

Application

Visit our Careers Page to apply for this position. This position will remain posted until filled.

About Us

Self-Help Credit Union was chartered in 1983 to build a network of branches that partner with working families and communities often underserved by the financial marketplace. With over $1.6 billion in assets and serving more than 92,500 members in 32 branches - six in Florida, 22 in North Carolina, three in South Carolina, and one in Virginia - Self-Help Credit Union is one of the fastest-growing community development financial institutions in the country. It is part of the Self-Help family of non-profit organizations whose collective mission is to create and protect ownership and economic opportunity for all. For over 41 years, the national Center for Community Self-Help and its affiliates have provided more than $11 billion in financing to help over 198,000 people buy homes, start and grow businesses, and build wealth. For more information, please visit www.self-help.org.

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.