Phone Banker

Phone Banker

About MF Professional Services Inc.

MF Professional Services Inc. (MFPS) provides human resources payroll benefits administration and operational support to mission-driven organizations. This position may perform services on behalf of MFPS clients including Mi Familia Vota and Mi Familia en Acción.

Position Summary

The Phone Banker conducts phone-based community outreach voter education issue engagement and civic-participation activities. The position contacts community members using approved scripts and call lists to provide information learn about community concerns and encourage participation in approved programs.

Phone Bankers use designated systems and procedures accurately document call results protect confidential information and work toward established performance and data-quality goals.

This is a temporary position. The duration of the assignment will depend on campaign timelines available funding and organizational needs. Temporary employment does not guarantee continued employment or an extension of the assignment.

Essential Responsibilities

• Contact community members and voters by telephone using approved scripts and call lists.

• Engage individuals in respectful conversations about approved civic community policy or electoral topics.

• Provide accurate information using organization-approved materials.

• Encourage participation in approved civic and voter-engagement activities.

• Listen actively ask appropriate follow-up questions and communicate without judgment.

• Respond professionally to questions disagreement frustration or requests to end a call.

• Refer questions outside the approved script or the employees knowledge to a supervisor.

• Use designated dialers voter-contact databases or other approved computer systems.

• Accurately record call attempts responses survey information commitments and other required data.

• Follow established data-entry quality-control and reporting procedures.

• Work toward assigned call contact conversation commitment and data-quality goals.

• Immediately report technical problems inaccurate information or data-quality concerns.

• Protect confidential voter supporter employee community and organizational information.

• Attend required orientation training coaching sessions and team meetings.

• Learn and consistently apply approved scripts messaging systems and procedures.

• Accept coaching and incorporate feedback to improve communication productivity and accuracy.

• Maintain reliable attendance and report to scheduled shifts on time.

• Communicate scheduling concerns or expected absences promptly.

• Accurately record and submit all hours worked.

• Honor requests from individuals who do not wish to continue a call or receive additional contact.

• Follow applicable voter-contact privacy communications technology information-security workplace-conduct and timekeeping requirements.

• Contribute to a professional respectful inclusive and accountable team environment.

• Perform other related duties as assigned.

Qualifications

• Previous phone-banking customer-service community-outreach voter-contact organizing advocacy sales or call-center experience preferred.

• Strong verbal communication active-listening and interpersonal skills.

• Ability to communicate respectfully with individuals from different backgrounds and perspectives.

• Ability to follow approved scripts while maintaining a natural and engaging conversation.

• Ability to remain professional when individuals disagree decline participation or express frustration.

• Ability to follow instructions accept coaching and apply feedback.

• Ability to work toward established qualitative and quantitative performance goals.

• Basic computer keyboard telephone and data-entry skills.

• Experience using a dialer voter-contact database CRM or comparable system preferred.

• Strong attention to detail and ability to enter information accurately.

• Ability to maintain confidentiality and handle sensitive information appropriately.

• Dependable attendance and ability to complete assigned shifts.

• Experience working with Latino or other diverse communities preferred.

• Conversational proficiency in English and Spanish preferred.

• Ability to work flexible schedules including daytime evening and weekend assignments.

Physical and Work Requirements

This position may operate in an office call-center remote or hybrid environment depending on program and operational needs.

The employee must be able to remain seated and work at a computer or telephone for extended periods; communicate frequently by telephone video conference or in person; and operate a computer headset keyboard telephone and other standard office equipment.

The position may occasionally require lifting or moving materials weighing up to 25 pounds. Employees working remotely must comply with applicable confidentiality information-security technology productivity and workspace requirements.

Reasonable accommodations will be considered for qualified individuals with disabilities.