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). W2

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 in office (Mon and Fri WFH)
During training process in first month they 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’ll prioritize routing retail leads, a higher incidence of which don’t ultimately get confirmed, 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 agents will be expected to maintain impeccable pipeline management including:
• Tracking contact attempts
• Scheduling calls with pilot sales agents
• Succinct and detail notetaking in referrals
• 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 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
• This allows sales consultants to be available for handoffs from triage
• Phone Skilling/Prioritization:
• Triage agents will remain BAU in the phone queues
• If we later decide to increase their priority this can be adjusted as needed
• Pilot sales consultants will be removed from phone queues to avoid inbound call
• This will ensure 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 that might be gathered from calls
• Examine the number of referrals triage agents can successfully work in an hour/day to gauge what this might look like if applied across CS
• Gather feedback from pilot agents to determine what is and what is not working
• Record any comments or feedback from clients regarding additional handoff (as applicable)
• Adjust pilot as needed to ensure accurate outlook of pilot’s success
• Review overall pilot conversion rate compared to overall conversion rate of CS across the same period of time(as well as confirmed conversion vs overall 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