Customer service Call Center Representative-Hybrid

BCforward is currently seeking a highly motivated Customer Service Call Center Representative for an opportunity in Salt Lake City, UT

Position Title: Customer Service Call Center Representative

Location: Salt Lake City, UT-Hybrid

Anticipated Start Date: ASAP

Please note that this is the target date, which is subject to change. BCforward will send official notice ahead of a confirmed start date.

Contract Duration: 06 month(s) contract with potential extension

Pay Rate Range: $20.00/Hr on W2

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

We are seeking a Retail Deposits Servicing Call Center Specialist to join our team. The ideal candidate will have experience in customer service within banking or financial services and a proven ability to resolve account inquiries accurately while meeting productivity and quality standards. This role requires on-site presence for the first 90 days based on performance, then transitions to a hybrid model with at least 8 on-site days per month.

Responsibilities:

• Answer incoming calls and provide accurate information on depositor accounts, products, policies, and processes.
• Process telephone requests for account information and applications and communicate results to customers.
• Maintain and service existing accounts, including research, analysis, verification, reconciliation, and appropriate account actions.
• Respond to email and written inquiries and document interactions clearly.
• Perform account analysis, manual research, updates to deposit applications, and database maintenance.
• Make outgoing calls to provide information and clarify questions.
• Report conditions affecting customer satisfaction and escalate exceptional service issues and complaints as needed.
• Support financial adjustments, status adjustments, account maintenance, and customer communications as assigned.
• Meet or exceed department standards for productivity and quality and accurately track completed work.
• Assist in other business areas as needed and identify system issues and process improvements.

Required Skills & Qualifications:

• High school diploma or equivalent.
• Banking or customer service experience.
• Knowledge of applicable department systems and multiple business area processes and procedures.
• Ability to manage multiple priorities in a time-sensitive environment and meet strict attendance guidelines.
• Composure and professionalism while troubleshooting and resolving complex customer issues.
• Proficiency with Microsoft Word and Excel and strong data entry skills.
• Excellent oral and written communication skills and attention to detail.
• Ability to work with a limited degree of supervision and consistently meet individual, team, and department goals.

Preferred Skills:

• Experience in retail deposits servicing or call center environments.
• Process improvement mindset and ability to identify system issues.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package, including, but not limited to, major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN, with an Offshore Development Center in Hyderabad, India, BCforward’ s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.