SUMMARY
Bilingual Support Specialists in our Client Care Department are the first point of contact for a client contacting Balance Financial Wellness. This position requires an individual who is detail-oriented, able to multi-task and who has an engaging manner with callers. This position is responsible for handling incoming calls, referrals, electronic submissions, supporting coaches and counselors, and administrative support of housing department. 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.
- Promptly answers incoming calls and emails from clients, identifies the nature of each inquiry, and determines the appropriate course of action to either schedule a session or address the concern or question.
- Provides information about national and community resources and refers clients to the most appropriate services.
- Oversees client appointment scheduling, provides support to other operational departments, and learns all data management systems for the organization to schedule, confirm, and reschedule appointments for clients.
- Communicates clearly and collaboratively with team members to ensure client needs are met.
- Maintains confidentiality at all time.
- Provides administrative support as needed to include sending and receiving documentation for coaching and counseling sessions.
Knowledge, Skills and Abilities The requirements listed below are representative of the knowledge, skills, and/or abilities required:
- CUSTOMER SERVICE & INTERPERSONAL SKILLS - Responds to requests for service and assistance; Manages difficult or emotional customer situations; Responds promptly to customer needs; Demonstrates empathy; Focuses on solving conflict without blaming or shaming; Controls emotions; Meets commitments.
- ORAL COMMUNICATION - Speaks clearly and persuasively in positive, neutral, or negative situations; Actively listens and clarifies; Responds well to questions; Avoids interrupting; Effectively presents information and responds to questions from groups of managers, clients, customers, and the public.
- WRITTEN COMMUNICATION - Writes reports and business correspondence clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Reads, analyzes, and interprets written information, to include client correspondence, business periodicals, professional journals, technical procedures, and governmental regulations.
- TEAMWORK - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Assists operations' team as needed.
- ETHICS & PROFESSIONALISM - Treats people with respect and consideration, regardless of status or position; Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Keeps commitments; Works ethically and with integrity; Upholds organizational values; Maintains confidentiality
- ORGANIZATIONAL SUPPORT & PLANNING - Follows policies and procedures; Prioritizes and plans work activities; Uses time efficiently; Completes administrative tasks correctly and on time; Maintains attention to detail and accuracy; Supports organization's mission and vision; Values and respects others.
- ATTENDANCE/PUNCTUALITY - Consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- DEPENDABILITY & ADAPTABILITY - 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; Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
- INITIATIVE - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed; Interested in ongoing learning opportunities.
- REASONING ABILITY - Solves practical problems and deals with a variety of concrete variables in situations where only limited standardization exists; Interprets a variety of instructions furnished in written, oral, diagram, or schedule form.
- COMPUTER & TECHNOLOGICAL SKILLS - Knowledge of spreadsheet, word processing, and Internet research software; Proficiency in Microsoft Office Applications (Word, Excel, Access, Outlook, etc.); Efficiently utilizes all client management systems; Proficiency with data entry.
- BILINGUAL – Fluent in spoken/written English and Spanish.
Education and Experience
- High School Diploma is required; An Associate's or Bachelor's degree is preferred.
Physical Demands
While performing this job's duties, the employee is required to sit, talk, read, and actively listen, which must result in effective and confident communication via virtual platforms and computer tools.
Work Environment
This is a remote position; the employee must have a private quiet space where they can execute their responsibilities.
Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, 401K, EAP, PTO