Call Center Specialist - Red Cross Hero Care Center - 2nd & 3rd Shifts Available

Job Summary

Service to the Armed Forces provides a worldwide system of services that are available to military members and their families. These services include an emergency communications network available 24 hours a day, 7 days a week, to assist in family emergencies; verification of emergency leave information to help military commands make informed decisions, access to financial assistance, information and referral and other social services.

SAF call centers are responsible for the intake, verification and delivery of emergency messages between service members and their families, and other services as needed. The Financial Specialist provides Emergency Communication Intake services to Red Cross clients at the SAF Call Center, which provides 24-hour emergency communications and casework services, including processing routine financial assistance requests for members of the U.S. military and their families and to other eligible Red Cross clients.

Responsibilities

  - Interviews callers and coordinate requests for service to include capturing all client information in the case management system; determining eligibility for American Red Cross services; assessing client needs; and providing appropriate services for routine financial applications on behalf of the military aid societies.  - Performs outbound activities including obtaining verifications, presenting completed routine financial requests to the military aid societies, completion of routine financial cases, and/or providing other follow-up actions needed for complete and timely client service. - Understands and applies Red Cross and SAF policies consistently and correctly. - Performs other duties as assigned by management.  

Scope

- Operate under general guidelines from the SAF Center Manager. - Provides routine financial assistance to clients on behalf of military aid societies in accordance with the National Memorandum of Understanding.

- Understands and applies Red Cross and SAF policies consistently and correctly.

Shift 

- 3rd shift hours: 12:00 AM to 8:30 AM - 2nd shift hours: 3:00 PM to 12:00 AM - 1st Shift hours: 7:00 AM to 3:30 PM or 9:00 AM to 5:30 PM

Qualifications

  - Bachelor’s degree in social or health science, personnel administration, business or public administration, computer science or related field, or equivalent education and relevant work experience in human/social services, customer or client services, call center or other types of experience with customer/client contact is required. - Minimum of 1 year experience in human/social services, customer or client services, call center or other types of experience with heavy customer/client contact required. - Demonstrated ability to treat people with respect under all circumstances and instill trust in others while upholding the values and principles of the American Red Cross - Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management. - Strong customer service skills reflecting a sound knowledge of telephone and in-person etiquette and pleasant and friendly manners respectful of human dignity - Ability to type 30 words per minute and to create grammatically correct responses without spelling errors. - Demonstrably strong computer skills to include use of Internet search tools, Intranet, and Microsoft Office Suite, to include Outlook, word-processing, database and/or spreadsheet applications. - Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database. - Must be adept at multi-tasking and have the ability to shift focus as operational, service delivery and staff needs demand.

Competencies

The responsibilities and qualifications mentioned in the job description are representative of the essential competencies for the position.

Essential Functions/Physical Requirements

 The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. All call center employees are considered essential personnel, and must work overtime when called upon to do so by senior management. Essential Personnel are defined as employees required by management to work non-standard work days or hours or work during emergency situations (i.e. after-hour emergencies, holidays, emergency-condition closings (for inclement weather or if the Continuity of Operations Plan is activated).

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