Digital Member Services Agent
Self-Help Credit UnionAbout the role
Job Description:
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 team!
What You'll Do:
MEMBER SUPPORT
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:
o Advanced debit & credit card management support
o Token management
o Mobile & online banking
o 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 instore 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
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