Customer Service Specialist 1

About the job

Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Customer Service Specialist in Irving, TX (Hybrid).

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: 3 Months

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.
• Sales / Customer Service Background
• Great Communication Skills
• Proven Job History with a track record of stability

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.
• Provide information to client personnel in Customer Service.
• 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