Call Center Agent, Level II

Description

About the ELCA 

The ELCA is one of the largest Christian denominations in the United States, with 3 million members in more than 8,700 worshipping communities across the 50 states and in the Caribbean region (Puerto Rico and the U.S. Virgin Islands). With a vision to live in a world experiencing the difference God’s grace and love in Christ makes for all people and creation, the ELCA strives to be a welcoming, thriving, and connected church that introduces people to Jesus so they can discover community, justice, and love.

The Lutheran Center (national office) is located in Chicago, Illinois. A staff of 400, under the leadership of the Presiding Bishop, serve as administrators, advisors, conveners, partners, and resource people for the ELCA and its ministries. Staff lead the work of national, domestic, and global ministries and programs including Lutheran Disaster Response, ELCA World Hunger, Service & Justice, Christian Community and Leadership, and Innovation.  We are also home to five of our separately incorporated ministries: The Mission Investment Fund of the ELCA, Women of the ELCA, Lutheran Men in Mission, the ELCA Foundation and the ELCA Federal Credit Union.

About the Mission Investment Fund 

The Mission Investment Fund (MIF), a financial ministry of the Evangelical Lutheran Church in America, supports the establishment and growth of ELCA congregations, synods, and affiliated ministries by providing loans for capital projects for congregations and ministries.  To fund these loans, MIF offers a variety of investments to ELCA members, congregations, and ministries.  

The ELCA Federal Credit Union (FCU), a financial ministry of the Evangelical Lutheran Church in America, offers financial products and services to ELCA members, pastors, congregations, synods, affiliated ministries, and their employees.  The portfolio of products includes low-cost loans, deposit accounts, credit cards, and other financial products, services, and solutions within a not-for-profit, cooperative structure.

Values - MIF's values are rooted in Christian faith, Lutheran traditions, and our identity as a ministry of the ELCA:

About the Position

Reporting to the Call Center Supervisor, Call Center Agent – Level II assists customers with technical issues and/or questions related to online banking tools and transactions, supporting both existing and emerging capabilities of the customer service platforms. The agent diagnoses and resolves technical issues over the phone and other communication channels, escalates unresolved issues, and maintains communication with customers until resolution.    

This is a full-time, regular, non-exempt (hourly), Chicago-based hybrid position. This position has responsibilities that will require being in the office on a weekly basis. This could mean 2-3 days most weeks and possibly more days when meetings and other events are happening that this position supports.  

Candidates for this position must reside within the fifty United States or the District of Columbia and be authorized to work lawfully in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Responsibilities

1. Responds to customer technical issues, escalating when necessary. 
2. Handles general inquiries and customer service requests which includes cross-selling products and services. 
3. Prepares reference material for users by drafting and implementing operation instructions.
4. Assists with improving existing systems and processes by evaluating objectives and specifications, reviewing proposed changes, and making improvement recommendations.
5. Assists with updating the website with customer support technology tips and other resource documents.
6. Other duties as assigned. 

Requirements

1. 3-5 years of experience providing IT customer support, preferably in financial services or banking industry required. An additional 3-5 years of Bank Teller or Credit Union and customer service experience preferred. 
2. Ability to diagnose, troubleshoot, and resolve issues related to technology ecosystem and process improvements. Sound judgement and an understanding of when and how to escalate issues.
3. Excellent verbal communication skills for effective phone support. 
4. Proficiency in clear and concise written correspondence for documenting issues, providing follow-up communications, and supporting customer interactions.
5. Attention to detail and ability to work independently and with teams to meet deadlines.
6. Strong   interpersonal skills. Empathy, patience, and the ability to handle customer concerns professionally.  
7. Foundational knowledge in deposit operations technology and industry trends. 
8. Ability and comfort with handling difficult customer issues.

Required or preferred education, certifications, or licenses:

Associate's degree, bachelor’s degree preferred

Physical Effort: 

While performing the duties of this job, the employee is regularly required to talk and hear, use hands and fingers to operate a computer and telephone. This position requires sitting for long periods of time. Employee will occasionally need to lift boxes or materials up to 15 pounds. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Travel Frequency: N/A

Benefits: 

MIF offers a competitive benefits package for eligible employees, including employer paid health premiums for employees, health and dependent care FSA’s, a health savings account (HSA) with an employer contribution, life insurance, and a substantial employer contribution to 403b retirement plan (no match required). We also offer a generous paid time-off policy including 11 paid holidays. All benefits commence on your start date.