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1925 Bilingual Member Service Center Agent - Penrose, NC

The Organization:

Self-Help is a leading national community development financial institution headquartered in Durham, NC. Since 1980, Self-Help has provided $8.5 billion in financing to 159,000 families, individuals and businesses. It helps drive economic development and strengthen communities by providing responsible financial services; lending to individuals, small businesses and nonprofits; developing real estate; and promoting fair financial practices across the nation. The Self-Help family of nonprofit organizations includes Self-Help Credit Union, Self-Help Federal Credit Union, Self-Help Ventures Fund and the Center for Responsible Lending. Through its credit union network, Self-Help serves over 150,000 people in North Carolina, California, Chicago, Florida and South Carolina. Learn more at www.self-help.org, www.self-helpfcu.org and www.responsiblelending.org

 

 

Position Description:

Self-Help is seeking a Bilingual Member Service Center Agent to join our Call Center in Penrose.  The Bilingual Member Service Center Agent will respond to requests for service from Spanish speaking and English speaking Self-Help Credit Union members in a pleasant, professional and efficient manner via telephone or written correspondence. They will develop and maintain expertise in all Self-Help Credit Union products and services in order to successfully address member inquiries directly or when appropriate, by referring the member to the proper contact. The Bilingual Member Service Center Agent will also maintain familiarity with the broader Self-Help organization and be capable of responding to inquiries regarding organizational initiatives and services beyond the Credit Union, such as commercial lending, community development, etc. They must comply with Self-Help policies and procedures while providing excellent member service and ensure timely and accurate follow-up with members as necessary to provide satisfactory resolution to their requests.

 

Essential Responsibilities:

 

  • Successfully respond to member questions and service requests in Spanish or Englishincluding 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, etc.
  • Meet overall metric goals such as percentage of queued calls answered, abandoned call rate, wait time and time spent with member, etc.
  • Travel to other locations in NC as needed for coverage, training or other needs.
  • Provide translation support as needed.
  • Perform other duties as may be needed.

 

Minimum Qualifications:

  • High school diploma or equivalent.
  • 1 to 2 years 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, etc.
  • Ability to travel throughout North Carolina as needed.

     

     

    Desired Qualifications:

     

  • Proficiency in Word required.Proficiency with Excel preferred.
  • Knowledge of Mitel Phone Systems and Credit Union policies and procedures preferred.

 

Physical Requirements:

 

Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers.  Must be able to occasionally lift and exert force of up to 40 pounds.

 

Compensation: 

 

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

 

Application:

 

To apply, send resume and cover letter, describing why you are a fit for this position, to hiringmanager@self-help.org. Please include the position title as the subject.  Application must be received by March 29, 2019 to ensure consideration.  Applications received after this date may or may not be considered, depending on the applicant pool.  The position will remain posted until filled.







Self-Help is committed to providing equal employment opportunities to all persons regardless of race, color, class, age, gender, religion, disability that can be accommodated, marital status, ancestry, nationality, family status or sexual orientation.