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Customer Relations Specialist I

Lutheran Church Extension Fund

Saint Louis, MO

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JOB DETAILS
SKILLS
Call Centers, Coaching, Communication Skills, Customer Relations, Customer Support/Service, Detail Oriented, Establish Priorities, Financial Operations, Fundraising, Learning Content Management Systems (LCMS), Loans, Multitasking, Operational Expenditure (OPEX), Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Development, Regulations, Resolve Customer Issues, Retail Operations, Securities Law, Series 63, State Laws and Regulations, Team Player, Time Management, Writing Skills
LOCATION
Saint Louis, MO
POSTED
Today
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 Director of Financial Retail Operations.

Summary
The Customer Relations Specialist I is responsible for inbound and outbound calls with customers. This position responds to account inquiries, processes work, and routes work to appropriate teams to be processed. Tasks are executed following established processes and procedures, under general supervision.

Essential Job Functions
  • Manage inbound and outbound calls with customers to resolve questions, provide forms or documents or assist them in finding information on the website or through customer portals.
  • Assist customers with questions on current products and services or direct them where to find the information.
  • Assist customers in locating documents and information on the company website.
  • Fulfill requests and complete all paperwork needed for processing.
  • Engage with other departments to resolve customer situations.
  • Route work to appropriate teams to be processed through established processes and procedures.
  • Document call interactions according to established process.
  • Complex tasks or requests for exceptions are escalated for review and resolution.
Education and Experience
  • Minimum three year's experience working in a financial institution, call center, or customer service.
  • Series 63 license, or ability to pass the Uniform Securities Agent State Law Examination (Series 63) within 60 days of employment.
  • 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
None

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.

About the Company

L

Lutheran Church Extension Fund

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