Position Title: Call Center Representative Duration: 6 Months Remote/Hybrid: First few weeks on site for training and later to move to fully remote Office Location: Worth, Illinois 60482 Work Schedule (hours per week, start time): 37.5 Hours/week, 8-5 Monday to Friday.
Team Culture: The team is mainly work from home so very independent work. The team is high-touch via MS Teams messaging and there are team leads and mentors assigned to each resource with plenty of support. The Team is grouped by specialty.
Who Will the Candidate Be Working with on a Daily Basis:
Client facing role. They will be working with clients throughout the day.
Job Description: The Financial Services Representative II, TB Inbound is responsible for responding to telephone inquiries from clients regarding bank financial products and services, identifying immediate client needs to further deepen the client relationship. The role demonstrates solid written, verbal and interpersonal skills to meet client satisfaction and productivity targets by understanding client needs, offering a resolution of issues and actively promoting bank’s full range of products and services based on their financial needs and goals. The Financial Services Representative II, TB Inbound interviews applicants for loans, mortgages and lines of credit, and facilitates clients’ deposit accounts and investment. The role receives general instructions on routine work and requires limited direction, collaborating to find simple solutions that make it easy for clients to bank with us.
What you’ll be doing You’ll work in a fast- paced Contact Centre where you’ll have meaningful client-focused conversations. As an Inbound Financial Services Representative, you’ll be the first point of contact for clients calling in with questions or requests related to their banking needs. You’ll deepen relationships by understanding the client’s needs, and quickly resolving issues or problems.You’ll proactively identify opportunities to match clients with the right products and solutions that will enable their financial success. Products and solutions will include bank accounts, credit card products, secured investments, overdraft protection, bill payments, secured and unsecured credit products, and more. You’ll educate and assist clients using bank digital capabilities.
How you'll succeed
Client engagement - Focus on each client experience and connect on a personal level to offer an exceptional client experience. Engage in client-focused interactions that are meaningful and deliver trusted advice. Provide support for clients by helping them to manage their accounts and products. Connect and refer clients to the right bank contacts to enable their financial success.
Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client`s needs and recommending solutions based on their needs. Remain solution-focused in order to identify opportunities to help our clients.
Efficiency – Understand that the client’s time is valuable and effectively complete their request.Strong knowledge of the bank systems and products to allow quick resolution of problems.
Product knowledge - Deeply understand bank’s suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will help clients achieve their financial goals. Understand and leverage other internal departments within bank to assist clients on additional needs
Computer savvy - Easily navigate and focus on multiple software applications and dual monitors.
Must Have Requirement:
2+ Customer service experience
Nice to Have:
Banking experience
Bachelor's degree
Soft Skills:
Client focused
Flexible
Able to work in a fast paced environment
Strong communication skills
Problem Solving skills
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $18.00/hr.
