Job Description
Job Description
BCForward is currently looking for Call Center Specialist in Salt Lake City, UT 84101
Position Title: Call Center Specialist
Location: Salt Lake City, UT 84101
Expected Duration: 6+ months
Note: We require candidates to be in the office for the first 90 days, depending on how they are doing.
Then it turns into a hybrid class, and we require them to come into the office at least 8 days a month (twice a week).
Position Description
What You'll Contribute
- Responsible for providing quality customer service and accurate information about depositor accounts, programs, policies and processes.
- Answer inquiries from customer, potential customers, financial and institutions, business partners, internal customers and others.
- Process telephone requests for account information and application processing and communicate results to the customer.
- Maintain knowledge of comparable and competitor products. Respond to email and written inquiries.
- Responsible for the maintenance of existing accounts.
- Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing guidelines.
- Individuals in these positions may be focused on one or more of these activities: Financial Adjustments, Status Adjustments, Account Maintenance and Customer Communications.
What You'll Do
Customer Service
- Answers incoming calls
- Reports Conditions affecting customer satisfaction
- Performs timely and accurate follow up on account inquiries
- Provides accurate information on deposit products offered
- Demonstrates strong problem resolution skills
- Solid organization and communication skills with a strong attention to detail
- Escalates reports of exceptional service and complaints
Training and Development
- Completes core corporate training and develop solid knowledge of systems
- Self-motivation to consistently improve knowledge to advance service capabilities
- Maintains knowledge of all Retail Servicing policies and procedures
- Keeps all training documentation organized and remain aware of new information
- Operates within compliance policies and procedures
Processing
- Account analysis
- Performs manual research of accounts
- Records comments clearly
- Processes and updates deposit applications on system
- Makes outgoing calls to provide information and clarify questions
- Ensures updates to the database are complete and accurate
- Proficient in all systems necessary to provide effective customer service
- Other Job Functions
Other duties as assigned
- Assist in other business areas as needed
- Accurately track all work completed
- Individual/Time Management
- Meet or exceed department standards for productivity and quality
- Demonstrate flexibility and team-oriented attitude to support the business (overtime, travel, etc.)
- Identify system issues and process improvements
The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role. What You Have Minimum Education, Skills and Experience Required
- High School Diploma or Equivalent
- Some banking experience or a customer service background
- Excellent knowledge of multiple business area processes and procedures
- Excellent knowledge of applicable department systems
- Demonstrated ability to manage multiple priorities in a time-sensitive environment
- Ability to maintain composure and professionalism while troubleshooting and resolving complex customer issues.
- Familiarity with Microsoft applications with emphasis on Word/Excel
- Excellent oral/written communication skills
- Excellent data entry skills
- Proven ability to consistently meet individual/team/department goals
- Has developed specialized skills or is multi-skilled through job-related training
- Takes a broad perspective to problems and identifies new, less obvious solutions
- Completes work with a limited degree of supervision
- Proven ability to meet strict attendance guidelines
Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
Company DescriptionAbout BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.
BCforward is an equal opportunity employer.
Company Description
About BCforward:\r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.