Customer Service Representative

About the role

The Financial Institution is seeking 5 customer service agents to handle outbound calls regarding complaints related to Home Lending, Business Banking, and Auto products. The role involves updating account information or requesting information from customers and lasts for 12 months. Successful candidates will be hired on after training.

Responsibilities

• Make outbound calls to customers with complaints regarding Home Lending, Business Banking, and Auto products.
• 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.
• Generate reports and summarize results.
• Perform team leadership and provide work direction.

Requirements

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

Skills

• Customer service
• Customer support
• Technical support

Top Skills

• Customer service
• Customer support
• Support
• Call center

Additional Skills & Qualifications

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

Job Description

Responsible for responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints requiring special handling and that may have been forwarded by the management committee members, agencies, and/or business chain of command. This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.

Qualifications

• Highschool Diploma Required.

Pay and 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 the following: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave), Workplace Type This is a hybrid position in Shoreview, MN.

About TEKsystems

We are a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems And TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.