Address
Form of workJob Description
Note:
- The position is Onsite (No Work from Home).
- Banking / Financial experience is a Must.
- Bilingual in Spanish is preferred.
Position Scope:
- Customer support via telephone interactions in a call center-like setting, with assigned work pipeline and SLAs for contact and processing.
- The candidate will answer escalated customer complaints inbound and outbound calls from customers as well as internal partners.
- Will be required to utilize a PC and various internal systems to conduct all related processing and data entry work.
- Ability to adhere to due dates, schedules, and ability to interpret customer data.
Position Details:
- Position: Customer Service Associate(Bilingual in Spanish is preferred) & Research & Remediation Associate (Bilingual in Spanish is preferred)
- Industry: Banking/Financial Services
- Job duration: 6 months
- Location: San Antonio, TX 78251 OR St Louis Park, MN 55416 OR Salt Lake City, UT 84116 (Onsite)
- Training: 8 AM - 4:30 PM – Monday - Friday
- Shift: 7:30 AM - 4:30 PM OR 7 AM - 4 PM OR 8 AM - 5 PM – Monday to Friday
- Pay Rate: $21/hour
Roles and Responsibilities for the Customer Service Associate role:
- Contribute to the resolution of sensitive customer inquiries and complaints telephonically.
- Partner with management and other internal partners to resolve issues/complaints.
- Determine the appropriate course of action and document all phone interactions as well as the outcome of the resolution in the system of record.
- Provide support to internal and external customers in account management, operations, documentation, and technical support.
- Review basic or tactical customer issues regarding products and services, billing, account questions, or account transactions with a narrower impact.
- Receive direction from managers and exercise judgment within defined parameters while developing an understanding of the related policies, procedures, or compliance requirements.
- Act as a primary support person for the customer and internal partners supporting Customer Services.
- Provide information to managers as well as internal and external customers to resolve customer issues.
Required Skills:
- 2+ years of Customer Service experience with strong verbal and written communication skills.
- Bilingual in Spanish is preferred.
- Knowledge and understanding of the financial services industry: compliance, regulatory, fraud, customer de-escalation, or legal operations.
- Experience resolving and working through escalated and complex customer issues.
- Experience interacting positively with difficult or irate customers.
- Knowledge of Claims, Payments Processing, and Tax Documents (W2, W4, W8, W9, 1099, Bankruptcy) is preferred.
- Strong research, remediation, and documentation skills.
Collabera is a Global Digital Solutions Company providing Software Engineering Solutions for the world's most tech-forward organizations in the areas of Engineering, Cloud and Data/AI. With its roots serving the engineering needs of the world's most recognized businesses in Technology, Financial Services, Telecom and Healthcare, Collabera today operates across 60 locations in 11 countries, serves 30% of the Fortune 500, and has exceeded the industry growth rate by 3-4x for several years.
