Contact Center Representative

Job Description

Job Description

How do I know if I should apply?

Searching for a career can be overwhelming. We’re here to help and be transparent. If the items below meet your needs and career aspirations, please move forward with the application.

We look forward to meeting you!

GreenPath Financial Wellness wholeheartedly believes a strong organization is based on the foundation of diverse groups of team members.

We believe deeply in employees not only bringing their whole selves to work each day, but also feeling comfortable being their authentic self.

We encourage people from all walks of life to apply for opportunities they are passionate about and meet the qualifications.

We strongly encourage people of color, LGBTQIA+ people, adults of any age, veterans, people with varying abilities, and people of various socio-economic backgrounds to apply.

We believe you will bring meaningful viewpoints to our team members and the people we help each day.

If you have experience and / or interest in the following items, this role may be ideal for you :

• Working remotely from home
• Providing customer service via phone, chat, or email
• Personal finance and helping people
• Continuous learning and development
• Attending scheduled shifts on a regular, and punctual basis

Position Requirements :

• $16.00 / hour for most locations
• $17.57 / hour for markets with higher-than-average costs of living such as Los Angeles, CA
• Full Time; 40 Hours a week with 8 Hour shifts, and Benefits Eligible (Medical, Dental Vision, 11 Paid Holidays, 19 PTO Days, and retirement options)
• Work Schedule : Monday through Friday 10-7pm in your local time zone. Rotating Saturdays every 6-8 weeks.
• Positions will begin training on October 14th. Initial training is 8 business days on a full-time schedule. Training days are typically 10 AM 7 PM Eastern Time or 11 AM 8 PM Eastern Time.

After the initial 8 days of training, you will begin your work schedule.

• Training is broken down into 3 modules to be completed during your first year of employment. This approach allows you to become proficient in one area of the role, before learning a new area.
• Ability to type 40 words per minute at 80% accuracy is required
• Due to contracts in place, U.S. Citizenship is required for this role
• All interview efforts have been transitioned to a virtual environment (Phone Call, Video Interview) and do not require in person meetings for consideration

Remote Work from Home Requirements :

• Internet
• Hard-wired internet. This means you can use an ethernet cable to connect to a modem.
• Internet speed requirement of 200 Mbps for single person residence, and 400 Mbps for residence with 2 or more people.
• Caregiving
• Remote Work From Home is not a replacement for caregiving, childcare, or elder care. You are unable to be a primary caregiver during working hours.
• Security
• A room in your home with a closing door
• A security camera in addition to your computer set-up

Who is GreenPath Financial Wellness?

As a trusted national nonprofit focused on financial wellness for everyone, people have turned to us for more than 60 years as their guide through financial crises : overwhelming debt, foreclosure, bankruptcy, or credit challenges.

Over the last several years, we joined forces and affiliated with financial organizations making similar impacts in a variety of ways.

GreenPath affiliates include Clarifi in Philadelphia, Rural Dynamics, Inc in Great Falls, and Consumer Credit Counseling Services in Puerto Rico.

How will I make a positive impact in this position?

You will receive incoming phone calls from potential clients and welcome them to the organization. You are going to be the first voice they hear and can make a tremendous impact with your empathetic communication skills.

While most calls are inbound, you will make some outgoing calls as well to prospective clients inquiring about GreenPath financial products and services.

Then, you will explain these products and services to prospective clients and scheduling appointments, or immediately transferring them to a GreenPath Financial Counselor for further assistance.

Through a robust training program, you will have the knowledge to answer a wide range of financial and credit related questions.

You will make an impact by informing the client about products and services related to their situation. While not every person who contacts GreenPath ends up taking advantage of one of our services, our Client Advocates help ensure that everyone who reaches out to us is better off because they did.

What might I experience in this role each day?

• Answer primarily inbound phone calls with prospective clients. The calls typically take around 5 minutes. While some days can be busier than others, you could expect to receive around 80 calls per day.
• Speak and communicate with clients using Spanish or English skill sets
• In addition to inbound calls, you will respond to client emails, and conduct outbound calls to prospective clients for two of the services we offer
• Provide excellent customer service and support to GreenPath’s potential and current clients in accordance with GreenPath standards and expectations.

As you can imagine, making the first call for help may be tough for potential clients. Your welcoming communication and strong customer service approach will be the foundation of a positive experience for clients.

• Address prospective clients’ questions regarding GreenPath services and the appointment process.
• Data entry of client information with the ability maintain confidentiality of sensitive information
• Initiate the first financial assessment
• Schedule appointments for prospective clients with a GreenPath Financial Counselor to review their budget, challenges, and provide recommendations to the client
• Gather information to pull credit reports for individuals who request one, ensuring compliance with the FCRA Standards
• Triage calls from existing clients and creditors and route appropriately.
• Intake and review customer complaints cordially and professionally and, if appropriate, route the customer to appropriate manager.
• Perform miscellaneous office duties such as copying, data entry, word processing, filing, and faxing.
• Maintain a high level of discretion and confidentiality regarding client financial information.
• This position requires the ability to sit for extended periods of time, and operate standard office equipment such as a phone and computer.

Benefits and Perks

What will you get out of working at GreenPath? In addition to having the opportunity to help people from all over the country, we also have a competitive compensation and benefits package.

Here are some of the additional perks our employees enjoy :

We all need some me time every once in a while. All full-time employees receive 19 paid days off during their first year of employment, in addition to 10 company-paid holidays per year.

Use it for a fabulous vacation, to play nurse (or patient) at home, or sit on your couch watching DIY marathons on HGTV all day.

We don’t care it’s your time. Enjoy.

• Need some additional time to focus on preventative care? GreenPath provides all employees with additional Preventative Care Time Off to encourage all employees to be proactive about their physical wellness.
• Looking to catch up on Dental Cleanings and Annual Doctor Visits? Your health and wellness is a high priority. Medical, Dental, and Vision packages meeting a variety of needs are available to you.
• Saving for Retirement? GreenPath employees can start contributing to a 403b right away! After one year of employment, we make a monthly contribution to the eligible employee’s Retirement Account equivalent to 5% of their gross compensation.
• Need to reduce your student loan debt? GreenPath is a qualified employer under the federal Public Service Loan Forgiveness (PSLF) program, which means that you may be able to have a portion of your federal student loans forgiven after meeting certain eligibility requirements of the PSLF program.
30+ days ago