Job Title: Contact Center Specialist II

Job Location: 2850 Lake Vista Drive, Suite 100, Lewisville TX 75067

Job Duration: 1 Year Possible Extension

Pay rate: $21 to $25 an hour

Client: Banking

Notes:

· Inbound contact center / some outbound call might be there on the follow up to customer

· Assisting the questions related to bank accounts, debit cards, transactions, purchases, statements, rates, transfer related queries, understand the new mobile app/website

· Need experience with financial background to have smother transition into the job

· Contact center experience is a plus

Timings

· Training time – in between 8-5 PM CST (M-F (4-5 weeks) after that shadowing/mentoring (3-5 weeks) – onsite training is required (all 5 days/week)

· Work Schedule – 4 days/office (it may change as per the business requirement – can be 5 days/week too)

· Should be within commutable distance and open to onsite work if required

· Sunday is off (compulsory), and other day according to the shift (but rotational Saturday working would be required)

Mon – Fri 10-7 CST

Sat – 09:30 – 06:30 CST (not working on every Saturday)

CW-Customer Service Specialist II:

• The Customer Service Specialist is responsible for handling questions, comments, and complaints regarding the company's products or services.
• Under moderate supervision, this job is the first line of support to resolve routine customer issues.
• The Customer Service Specialist is responsible for providing a positive customer experience and enhancing relationships between customers and the company.

Key Responsibilities and Duties:

• Answers inbound customer service calls and provides entry-level troubleshooting and resolution to routine customer issues.
• Provides outstanding customer service to ensure service levels are achieved and exceeded.
• Responds to a high volume of low complexity general inquiries (e.g., general product and pricing information, billing issues, etc.).
• Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools. Refers customers to published materials, secondary sources, or more senior staff.
• Documents customer feedback and complaints.

Educational Requirements:

High School Preferred;