Overview
Join our team as a Financial Consumer Guide, where you will play a crucial role in assisting customers with their financial inquiries and resolving complaints against financial institutions. This position offers a dynamic work environment where you will engage with customers through phone, email, written correspondence, and other contact channels.
We are looking for individuals with a strong background in financial products or services, including but not limited to:
- Banking and teller services
- Credit card transactions and payment processing
- Credit repair and collections
- Financial counseling and mortgage/loan processing
- Money transfers and payday loans
- Cash handling and reconciling cash drawers
- Prepaid cards, pawn and title loans
- Student loans and vehicle loan or leasing
Candidates must be able to obtain and maitain required clearance level. This includes be willing to commute to the nearest fingerprinting location designated by the client.
Qualifications
- Two years of college education at an accredited institution
- Two years of experience in customer service
- Two years of experience working with financial products or services.
- A combination of education and experience may be considered in lieu of the requirements above.
- Active listening and speaking skills
- Problem solving: ability to gather, organize, and prioritize consumer information
- Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
- Ability to sit for extended periods of time
- Ability to successfully pass a background investigation and drug screen
- Must successfully pass preemployment criteria testing and internet speed test
Candidates must be able to obtain and maitain required clearance level. This includes be willing to commute to the nearest fingerprinting location designated by the client.
Candidates must meet the following requirements to work from home:
- Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
- Must be able to meet the minimum internet speed requirements for specific program
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
Responsibilities
- Answer, Review and Document customer inquiries and complaints with professional courtesy, giving exceptional customer service to each customer following KB articles and scripts as applicable. Inbound phone calls, e-mail, written correspondence and future SMS
- Document each customers complaint or inquiry into a database and verify customers information.
- Update client databases for additions, deletions or corrections as necessary
- Review documentation to omit all PII data
- Scan inbound written correspondence and label each document for processing
- Collaborate with coworkers or vendors to research problems and find solutions
- Mentor less experienced agents, which could include limited coaching and call monitoring responsibilities with Supervisor assisted approval and feedback.
- Provide input for process improvement
- Shift and Schedule adherence.
Note regarding assessments: When you submit your application, you will see a page titled "Digital Interview" at the end. This page includes a link to access your assessments. Please wait for the link to load completely, then click on it to begin your assessments. Completing these assessments is a mandatory part of the application process.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
