Customer Service Specialist

Opportunity Overview

Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Customer Service Specialist in Irving, TX OR Tempe, AZ (Hybrid). This is a W2 position.

Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

Contract Duration: 6 Months with possible extensions or FTE conversion.

In Office Expectation

• 3 days a week in office Tue-Thurs (Mon and Fri WFH).
• During the training process in the first month, you will be in office 5 days a week.

Required Skills & Experience

• 6 months of Customer Service, Financial Services, or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

Desired Skills & Experience

• Bilingual Spanish.

What You Will Be Doing

• Participate in or provide support for low complexity initiatives within Customer Service.
• Review basic or tactical issues, policies, or procedures for which answers can be quickly obtained related to low-risk tasks and deliverables with narrower impact in Customer Service.
• Receive direction from supervisor and exercise judgment within defined parameters while developing understanding of function, policies, procedures, and compliance requirements.

Call Routing

• During the pilot, we will prioritize routing retail leads to triage agents when available, as well as DIB upon launch.
• Triage agents will attempt to contact the customer to confirm business need.
• Triage agents will route confirmed leads to dedicated sales consultants.

Reporting

• Manual tracking as CRV does not currently support campaign setup for monitoring.

Triage Agent Responsibilities

Triage agents will be expected to maintain impeccable pipeline management including:

• Tracking contact attempts.
• Scheduling calls with pilot sales agents.
• Succinct and detailed notetaking in referrals.

Pilot Sales Consultant Responsibilities

Pilot sales consultants will be expected to manage:

• Callbacks after speaking with clients.
• Following up with customers on documentation/signings.
• Working with contract validation and underwriting.
• Welcome Call to ensure activation.

Referral Assignment

• Triage agents will receive referrals from lead assigners in normal volume.
• This allows triage agents to also handle inbound calls during the pilot.
• Referral volume for triage agents can be adjusted as we determine the best workload balance.
• Pilot sales consultants will not receive referrals from lead assigners, allowing them to be available for handoffs from triage.

Phone Skilling/Prioritization

• Triage agents will remain BAU in the phone queues.
• Pilot sales consultants will be removed from phone queues to avoid inbound calls, ensuring they are available for handoffs from triage.

Feedback Sessions

• Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback gathered.
• Examine the number of referrals triage agents can successfully work in an hour/day.
• Record any comments or feedback from clients regarding additional handoff.
• Adjust pilot as needed to ensure accurate outlook of pilot's success.
• Review overall pilot conversion rate compared to overall conversion rate of CS.
• Evaluate feedback gathered by pilot agents and consider adjusting pilot for additional testing as needed.
• Determine effectiveness of triage model compared to one-call-close model.