BALANCE is currently looking for a Customer Service Rep to work fully Remote!
Bilingual Spanish is preferred but NOT required.
The Fin Fit Intake Customer Service role is the first point of contact for our clients contacting BALANCE's Financial Fitness Dept. This position requires an individual detail-oriented, able to multi-task that has an engaging manner with callers. This position is responsible for handling incoming calls, general inboxes, and supporting our Financial Fitness Counselors as well as administrative support of the Fin Fit dept. This is a remote position.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each of the essential duties listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A major aspect of this role involves being a great listener, conveying empathy when clients share their story, and effectively identifying goals or concerns to assist clients with varying needs.
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Promptly answers incoming calls and emails from clients and determines the nature of the client's situation or question to establish course of action.
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Provides information about national and community resources and refers clients to our client portal BALANCE Hub, to set up a specific session based off the clients' immediate financial goal.
- General knowledge of credit and debt issues, credit reports, housing issues, identity theft, money management, student loans, transitioning to safe and affordable banking Etc.
- Communicates effectively with other team members to meet client needs.
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Provides administrative support as needed.
Knowledge, Skills and Abilities
The requirements listed below are representative of the knowledge, skills, and/or abilities required:
- CUSTOMER SERVICE - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
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INTERPERSONAL SKILLS - Demonstrates empathy, focuses on solving conflict, not blaming or shaming; Maintains confidentiality; Listens to others without interruption; Keeps emotions under control.
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ORAL COMMUNICATION - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
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WRITTEN COMMUNICATION - Writes clearly and informatively; edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
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TEAMWORK - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
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ETHICS - Treats people with respect; Keeps commitments; Works ethically and with integrity; Upholds organizational values.
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ORGANIZATIONAL SUPPORT - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Values and respects diversity.
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PLANNING/ORGANIZING - Prioritizes and plans work activities; Uses time efficiently.
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PROFESSIONALISM - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
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ADAPTABILITY - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
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ATTENDANCE/PUNCTUALITY - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
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DEPENDABILITY - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
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INITIATIVE - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed. Interested in ongoing learning opportunities.
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LANGUAGE - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Effectively present information and respond to questions from groups of managers, clients, customers, and the public.
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REASONING ABILITY - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
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COMPUTER - Knowledge of spreadsheet software, word processing software, and Internet research software. Proficiency in Microsoft Office Applications (Word, Excel, Access, Outlook, etc.).
Education and Experience
Experience in one or more of the following:
- Financial services, financial planning, social work, community organizing, teaching or other related fields; Experience in community service such as volunteering, coaching, counseling or mentoring.
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Working knowledge of Microsoft Word, Excel, Outlook, Virtual Meetings.
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Ability to use a client management system and make detailed notes.
Other Skills
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Bi-lingual capabilities are a plus
Physical Demands
While performing the duties of this job, the employee is regularly required to sit and talk or hear, communicate confidently over the telephone and in person, keyboard and mouse, and view and read computer monitor.
Work Environment
This is a telecommuting position. BALANCE will provide all the equipment needed for a station setup. A strong internet connection is required. Equipment will need to be directly plugged into the router/modem (no Wi-Fi). Teleworkers must have a fixed desk, workstation, or office within their home.
ABOUT US
BALANCE is a nationwide non-profit organization committed to helping individuals and families overcome their financial challenges and meet their financial goals. Through local and national education and counseling programs we provide help and hope to families overwhelmed by debt, facing foreclosure, struggling to master their money, caught in a cycle of over-priced fringe financial services, or trying to purchase their first home. Additional information about us can be found at www.balancepro.org
BALANCE offers a fun and collaborative environment with exceptional benefits for our employees which include medical, dental, vision, and life insurance; 403(b) retirement plan, 3 weeks paid time off, plus paid federal holidays, an extensive training program, and more!
BALANCE is an Equal Opportunity Employer that does not discriminate based on race, religion, color, sex, age, national origin or disability.
$18- $19 per hour
#San Antonio Texas