What are the responsibilities and job description for the Call Center Agent position at Lutheran Church Extension Fund?
Organization Profile
The primary mission of Lutheran Church Extension Fund (LCEF) is to provide financial resources and related services for ministry, witness, and outreach of The Lutheran Church – Missouri Synod (LCMS). In so doing it shall raise funds primarily through the issuance of corporate notes and other debt instruments. Its assets shall be used exclusively for the following: To provide financing and services for the acquisition of sites; the construction of facilities; the purchase of buildings and equipment; operating expenses; professional church worker education; the residential housing needs of professional church workers; and other purposes approved by its governing board consistent with the ministry and mission of the Synod under policies approved by the Board of Directors of the Synod.
Reporting Relationship
The Customer Relations Specialist I reports directly to the Customer Relations Manager.
Summary
Customer Relations is at the center of connecting existing and potential customers with the mission and ministry of LCEF through inbound and outbound correspondence.
Essential Job Functions
The primary mission of Lutheran Church Extension Fund (LCEF) is to provide financial resources and related services for ministry, witness, and outreach of The Lutheran Church – Missouri Synod (LCMS). In so doing it shall raise funds primarily through the issuance of corporate notes and other debt instruments. Its assets shall be used exclusively for the following: To provide financing and services for the acquisition of sites; the construction of facilities; the purchase of buildings and equipment; operating expenses; professional church worker education; the residential housing needs of professional church workers; and other purposes approved by its governing board consistent with the ministry and mission of the Synod under policies approved by the Board of Directors of the Synod.
Reporting Relationship
The Customer Relations Specialist I reports directly to the Customer Relations Manager.
Summary
Customer Relations is at the center of connecting existing and potential customers with the mission and ministry of LCEF through inbound and outbound correspondence.
Essential Job Functions
- Serve as the point of contact for customers, serving as the conduit for inquiries and channeling them to the appropriate resource.
- Assists customers with questions and concerns on all products and services offered by LCEF through research and resolution using various tools and systems.
- Interact with customers on the phone (inbound and outbound), via online chat, email and by written correspondence.
- Assist customers in accessing information via the internet and provide technical troubleshooting support.
- Fulfill requests and complete all paperwork needed for processing.
- Engage with other departments, including Compliance, to resolve customer situations.
- Continually maintain working knowledge of all company products, services and promotions.
- Participate in formulating strategies and tactics to establish, maintain, and nurture excellent customer relations.
- Follow applicable laws and regulations related to the functions performed.
- Adhere to defined processes while also identifying opportunities for improvement and offering suggestions.
- Comply with company policies and procedures.
- Perform other duties as assigned within the department.
Education and Experience
- Minimum two years’ experience working in a contact center or customer service role.
- Series 63 license, or ability to pass the Uniform Securities Agent State Law Examination (Series 63) within 60 days of employment.
- Experience working in a bank, credit union or financial institution, preferred.
- Associate’s degree in business or related field, preferred.
Competencies (Knowledge, Skills and Abilities)
- Knowledge of deposit and loan products and services. Understanding of IRA rules and regulations.
- Learns new skills/information/processes easily and applies new knowledge quickly. Strong computer skills, including Microsoft Office. Ability to learn proprietary and non-proprietary software applications.
- Aptitude for managing and diffusing difficult customer service situations. Communicates with empathy, tact, and respect.
- Partner with others to engage in problem-solving. Ability to clearly articulate issues and concerns and recommend solutions.
- Outstanding communication skills, both written and verbal. Ability to provide clear direction and feedback, and can communicate effectively with various audiences and all levels of the organization.
- Exercises discretion and judgment in confidential matters.
- Strong organizational skills with the ability to prioritize and multi-task. Detail oriented with high degree of accuracy.
- Results-driven with the ability to work well under pressure and under tight deadlines, and with minimal supervision.
- Participates fully on assigned and adjunct teams, fosters a collaborative spirit, and builds collaborative networks with internal staff.
- Is energized by change and welcomes new opportunities; quickly learns and adapts to change. Manages uncertainty and stress during change and rallies behind change initiatives.
- Seeks self-development opportunities. Cooperates and participates fully in the coaching process, and actively seeks continuous learning to improve personal and team performance.
- Required to have a flexible work schedule, specifically covering LCEF’s Customer Relations business hours.
- Aligned with LCEF values and committed to LCEF mission and goals.
Supervisory Responsibility
This position does not have supervisory responsibility.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.