Job Details

Corporate Customer Service

Immediate need for a talented Corporate Customer Service with experience in Banking & Financial Industry. This is a 12+ months contract opportunity with long-term potential and is located in Plano, TX. Please review the job description below.

Key Responsibilities:

• Responding to online complaints filed on the Better Business Bureau (BBB) website.
• Accepting inbound phone calls from various internal and external channels (customers and dealers).
• De-escalating calls and offering solutions to customers in a timely manner (credit disputes, questions about getting late fees waived, additional lease fees, etc.)
• Assisting the Enterprise Compliance team with research for responses to the Consumer Financial Protection Bureau (CFPB).
• Assist to align departmental complaint handling objectives with the Customer Service Centers for consistency of operations.
• Work on special projects as assigned.
• Customer Satisfaction is focusing one's actions and decisions on timely and accurate responses to customer's questions and needs.
• It includes taking proactive steps to prevent customer problems and provide information that anticipates the customers concerns and questions.
• Continuous Improvement is the commitment to identifying and taking steps to improve team results and customer satisfaction responsiveness.
• Individuals who do this effectively find ways to constructively challenge the status quo and work with others to create changes that will improve results customer satisfaction.
• Detail Orientation is the focus on attending to essential details and taking the time to gather all relevant data information.
• Individuals who are effective in this area take steps to double check the accuracy of their work before they enter it in to the system.
• Flexibility is adapting to and working effectively within a variety of situations and with different individuals and teams.
• It includes the understanding and appreciation of different approaches and perspectives on issues and problems.

Key Requirements and Technology Experience:

• Individuals who do this effectively are able to adapt their approach based on the needs of the situation in order to ensure that desired results are achieved.
• Achieving Results is the focus on taking specific actions to meet and when possible exceed established standards.
• Individuals who effectively exhibit these behaviors are able to maintain a balance among high quality outcomes, completed within established timeframes and working effectively with those who are impacted by the results.
• Teamwork is about working cooperatively with others in order to achieve shared goals and objectives.
• Individuals who work well in teams genuinely value the input of others and seek out their perspectives regularly.
• Identify and make recommendations in own area for customer service and or process workflow improvement.
• Focus/Scope: Briefly describe the focus and scope of the position (i.e. breadth of responsibilities).
• Report production.
• Quality assurance.
• 5+ years of experience in a Customer Service environment in a financial or banking services industry.
• Superior communication and customer service skills with a diverse audience.
• High level of confidence, as this resource will be working directly with the President of the company, as well as other high-level executives, so must be very comfortable and not get nervous or intimidated.
• Be firm but friendly with customers via phone and email (sometimes speaking to dealers as well).
• Strong analytical and organizational skills.
• Must be detail oriented and able to multi-task.
• Works well independently and in a team environment.
• Able to meet deadlines in a fast paced, high compliance area adverse.
• High School Diploma.
• Proficient with Microsoft Office products (Word, Excel, Outlook, Lync) Preferred.
• Systems: Salesforce, TSO HOST, Team Connect, Datashare, DMS, Western Union, RightFax, NICE Engage, Title Explorer, Avaya, SharePoint, AutoIMS, DST Customer Portal.
• Understanding of Compliance laws (CFBB & BBB).
• Compliance experience.
• Legal understanding a big plus, as this resource will be working closely with the Legal department and attorneys.

Our client is a leading Banking & Financial Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.