What are the responsibilities and job description for the Customer Service Specialist position at Motion Recruitment?
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