Customer Service Representative

About the role

The Financial Institution in Shoreview, MN is seeking 5 customer service agents to contact customers with complaints regarding Home Lending, Business Banking, and Auto products. The role involves making outbound calls to update account information or request information from customers.

Responsibilities

• Respond to and research escalated, high-dollar, or high-profile inquiries and complaints.
• Conduct investigative steps to fully identify issues and research product information, terms, conditions, contracts, etc.
• Create correspondence as needed and process complex and/or corrective transactions on-line (including monetary and non-monetary actions).
• Communicate with others (customers, merchants, clients, executives, agencies, regulatory/governmental representatives, bankers) to ensure resolution of matters.
• Ensure risks and/or problems are clearly documented.
• Make override decisions for recommendations exceeding authority levels and/or items unable to meet resolution.
• Perform project work related to remediation, ongoing reviews, and other duties as assigned.

Requirements

• Phone work experience and solid communication skills.
• Ability to overcome objections.
• Good attendance and accountability.

Skills

• Customer service
• Customer support
• Technical support

Qualifications

• High school diploma required.
• 3+ years experience with customer contact and some sort of financial services company experience preferred.
• Call center experience preferred.
• Experience in operations, underwriting, or quality assurance within the financial industry preferred.
• Prior banking or branch/community bank experience helpful.
• Prior experience deescalating calls preferred.
• Strong interpersonal skills.
• Strong multi-tasking ability.
• Strong written and verbal communication.
• Experience handling multiple cases at once.

Benefits

The pay range for this position is $19.21 - $20.00/hr. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include medical, dental & vision, critical illness, accident, and hospital coverage, 401(k) retirement plan, life insurance, short and long-term disability, health spending account (HSA), transportation benefits, employee assistance program, time off/leave (PTO, vacation or sick leave), and workplace type. This is a hybrid position in San Francisco, CA.