Call Center Support Specialist

Job Description

The primary role of the Call Center Support Specialist is to deliver an exceptional customer experience by providing timely, accurate, and professional assistance to customers through inbound and outbound telephone communications and other approved communication channels. This position assists customers with account questions, payment and account information, document requirements, and general service needs. The Call Center Support Specialist is responsible for accurately documenting customer interactions, resolving routine inquiries, completing assigned follow-up activities, and escalating complex matters when appropriate. The position supports overall departmental service, collection, productivity, and performance goals while consistently adhering to company policies and procedures.

Essential Job Functions/Duties

• Deliver exceptional customer service and build strong customer relationships through professional and courteous interactions.
• Respond to inbound customer calls and place outbound calls related to customer service, account servicing, collections, customer follow-up, and other assigned business needs.
• Communicate clearly, respectfully, and professionally with customers and colleagues.
• Assist customers with questions regarding their accounts, payments, documentation, and available services.
• Handle collection and solicitation calls professionally and in accordance with company policies and applicable requirements.
• Review and explain account-related documents and information to customers as assigned.
• Accurately document customer conversations, commitments, requests, actions, and outcomes in company systems.
• Research and resolve routine customer inquiries and escalate complex, sensitive, or unusual issues to management when appropriate.
• Complete assigned customer follow-up activities within established timeframes.
• Manage assigned call volumes, queues, workloads, and customer requests efficiently.
• Generate and maintain required daily, weekly, and monthly activity and performance reports.
• Participate in and successfully complete company-required training.
• Assist in meeting established customer service, call quality, productivity, collection, and other departmental performance standards.
• Maintain confidentiality of customer and company information and follow all information-security requirements.
• Adhere to and implement company policies, procedures, and applicable regulatory requirements.
• Maintain accurate electronic and physical records and ensure sensitive customer information is handled and stored securely.
• Work collaboratively with branch and support teams to resolve customer needs.
• Perform other customer service and administrative duties as assigned by management.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• High School Diploma or equivalent education
• Preferred previous experience in finance/credit and customer service roles
• Experience with Windows and Microsoft Office Suite is preferred
• Effective communication skills with the ability to interact positively with others
• Excellent attendance and work ethic, consistently punctual and present on scheduled workdays
• Strong customer service abilities and the capacity to work independently or as part of a team with a positive demeanor
• A valid driver’s license, reliable transportation, and auto insurance
• Willingness to comply with our company policy regarding employment credit and background checks
• Ability to meet licensing requirements from various states based on a criminal background check

Work Environment And Physical Requirements

This position requires sitting for long periods of time and very frequent use of a keyboard. Must be able to read and comprehend information, perform simple calculations, and input data accurately. Must be able to occasionally lift up to 5 pounds unassisted.

Expected Hours Of Work

This is a full-time position. Days and hours of work are Monday, Tuesday, Thursday and Friday 8:30 a.m. to 5:30 p.m., and Wednesday 8:30 a.m. to 1:00 p.m. Occasional evening and weekend work may be required as performance goals demand.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Springfield, MO 65804 (Required)

Ability to Relocate:

• Springfield, MO 65804: Relocate before starting work (Required)

Work Location: In person

Salary : $37,579 - $51,227