Job Details

Requisition Number 19-0070
Post Date 9/13/2019
Title Customer Relations Specialist
Organization Lutheran Church Extension Fund
Job Grade 13
City St. Louis
State MO
FT/PT Full Time

Organization Profile

The primary mission of the Lutheran Church Extension Fund (LCEF) is to provide financial resources and related services for ministry, witness and outreach of The Lutheran Church—Missouri Synod. In so doing it shall raise funds primarily through the issuance of corporate notes and other debit instruments. Its assets shall be used exclusively for the following:  provide financing and services for the acquisition of sites; the construction of facilities; the purchase of buildings and equipment; operating expenses; rostered church worker education; the residential housing needs of rostered 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 Relationships

The Customer Relations Specialist reports directly to the Customer Relations Manager.

Essential Job Functions

Customer Relations is at the center of connecting existing and potential customers with the mission and ministry of LCEF through inbound and outbound correspondence.

  • Serve as the point of contact for customers, serving as the conduit for inquiries and channeling them to the appropriate resource.
  • Answer inquiries by clarifying need; researching and exploring answers to implement a resolution.
  • Fulfill requests and completes all paperwork needed for processing.
  • Interact with customers on the phone (inbound and outbound), via email and by written correspondence, responding to all customer inquiries about LCEF products and services.
  • Assist customers in accessing information via the internet and provide troubleshooting support.
  • Participate in formulating strategies and tactics to establish, maintain, and nurture excellent customer relations.
  • Engage with other departments in LCEF, including Compliance, to resolve customer situations.
  • Communicate with empathy, tact, and respect; build rapport with customers to ensure high quality customer service.
  • Stay current on all LCEF processes and procedures.
  • Maintain a strong command of the various LCEF systems used in processing workflow.
  • Required to have a flexible work schedule, specifically covering LCEF’s call center hours.

Education and Experience

  • Bachelor’s degree in business or related field, or a minimum of five years’ experience working in a financial institution or contact center. 
  • Series 63 license, or ability to pass the Uniform Securities Agent State Law Examination (Series 63) within 60 days of employment.

Competencies (Knowledge, Skills and Abilities)

  • Complete understanding of IRA rules and regulations.
  • Able to quickly adapt to technology upgrades.
  • Ability to quickly assess callers’ level of comfort with technology and communicate accordingly; demonstrates high audience awareness.
  • Aptitude for managing and diffusing difficult customer service situations.
  • Maintains high energy level and poise in a fast pace and repetitive role; resilient.
  • Aligned with LCEF values; committed to LCEF mission and goals.
  • Ability to comprehend detailed information in all aspects of LCEF.
  • Steadfastly pushes self for results, self-motivated with the ability to effectively prioritize and execute tasks, maintains focus on organizational goals.
  • Easily copes with changes to work load and schedule, open to new ideas and procedures, responds positively to change.
  • Ability to articulate complex information simply and concisely over the phone and in writing.
  • Participates fully on assigned and adjunct teams, fosters a collaborative spirit, builds collaborative networks with internal staff.
  • Able to exercise discretion and judgement in confidential matters.
  • 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.
  • Sets clear goals and objectives, cooperates and participates fully and actively seeks continuous learning to improve their own and team performance.
  • Uses knowledge, experience and technology to solve difficult customer problems.

Supervisory Responsibility

This position does not have supervisory responsibility.

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