Job Title:  Customer Service Representative I 
Location: Evanston, Illinois
Duration: 6 months (potential to be converted to FTE at/around 6 months, pending performance)

NOTE:

• Work Hours for Evanston, IL: 7:30 AM – 4:00 PM Central with 1 hour unpaid break from 11:00 AM – 12:00 PM.
• Work Hours for Oklahoma City, Oklahoma: 8:30 AM - 5:00 PM with 1 hour unpaid break from 12:00-1:00 PM

Position Overview: We are seeking a detail-oriented and customer-focused team member to support financial institutions and government field offices using our asset verification systems. This role is essential to maintaining strong relationships, ensuring smooth operations, and driving continuous improvement across our programs.  

Key Responsibilities:

• Serve as a primary point of contact for financial institutions, field offices, and agencies participating in AVS programs.
• Deliver training to financial institution personnel on system usage and procedures.
• Respond to inquiries via phone and email, documenting all interactions and resolutions.
• Follow up with financial institutions to complete outstanding or overdue requests.
• Promote and assist with the transition to automated processing methods.
• Recruit new financial institutions to participate in AVS programs when needed.
• Process registrations and manage updates to institution and user accounts.
• Troubleshoot and report operational errors.
• Maintain and update procedural documentation and reports.
• Identify opportunities for process improvements and efficiency gains.
• Participate in team meetings and contribute to ongoing operational success.
• Meet contracted service level agreements, including FI Network Coverage, response times, etc.
• May occasionally have to work other shift times to assist in coverage for other team members who are on PTO (6:00-2:30 shift, 8:30-5:00 shift, 12:30-9:00 shift). (Full-time employees)
• May occasionally have to work company holidays with pay (Example: Day after Thanksgiving, Christmas Eve, Day after Christmas, New Year’s Eve, etc.) (Full-time employees)
• Support additional departmental initiatives as assigned.

Required Skills and Experience:

• Education: College degree preferred; high school diploma required.
• Experience: 1+ year of relevant experience; will consider less experience if they demonstrate strong communication skills
• Typing Speed: Minimum 50 WPM.
• Technical Skills: Proficiency in Microsoft Excel, Word, and Outlook; comfortable working with PCs and web-based applications.
• Data Entry: Strong 10-key skills (proficiency test may be administered).
• Communication: Excellent verbal and written communication skills; ability to multitask and manage competing priorities. (Phone and Email communication is essential)
• Organization: Highly organized with strong attention to detail.
• Work Ethic: Reliable, self-motivated, and capable of working independently and collaboratively.
• Adaptability: Able to work under pressure, meet deadlines.
• Security Clearance: Must be able to obtain SSA Security Clearance as a condition of employment (Full-time employees).

 
 
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: $ 23.24/hr.