Contact Center Quality Analyst, Sr. jobs in Asheville, NC

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 Penrose, NC team!

Role Overview:

The Contact Center Rep will respond to requests for service from 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 to successfully address member inquiries directly or when appropriate, by referring the member to the proper contact. The Contact Center Rep 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.

WHAT You’ll Do:

• Successfully respond to member questions and service requests including but not limited to:
• Account verification
• Stop payments
• Wire Requests
• Share & Checking accounts
• Health Savings Accounts
• CD Renewals
• IRAs
• Verify members using established protocols. Further research inquiries as required to ensure proper response and satisfaction. Respond to call-back requests.
• 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.
• Respond appropriately and effectively to difficult, emotional, or problematic interactions, and follow escalation protocols.
• Assist members with forms that may require electronic signatures.
• 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 coverage.
• Perform other duties as may be needed.

WHAT You’ll Need:

• High school diploma OR equivalent related experience.
• Minimum 1 year of customer service experience in a call center or retail operations environment.
• 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, and 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.
• Ability and willingness to work beyond normal work hours, as needed.

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.

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 $1.64 billion in assets and serving more than 91,000 members in 37 branches – eight in Florida, 22 in North Carolina, six 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 40 years, the National Center for Community Self-Help and its affiliates have provided more than $10.5 billion in financing to help more than 150,000 borrowers buy homes, start, and grow businesses, and strengthen community resources. 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.