Financial Services Representative

2 days ago

Dallas, Texas, United States ValorVIP Full time
Job Title: Financial Contact Center Representative

Job Summary:

We are seeking a highly motivated and customer-focused Financial Contact Center Representative to join our team at ValorVIP. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, resolving customer issues, and ensuring a best-in-class customer experience.

Key Responsibilities:
  • Handle inbound customer calls in a courteous, timely, and professional manner, including email and live chat.
  • Listen to customers, understand their needs, and resolve customer issues.
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed.
  • Ensure first call resolution through problem-solving and effective call handling.
  • Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
  • Utilize knowledge base and training to accurately answer customer questions.
  • Create and maintain customer CRM records with accurate call details.
  • Accurately document call resolution in appropriate systems.
  • Strictly follow client process for handling financial issues and inquiries.
  • Comply with requirements surrounding confidential information and personal information.
  • Follow all required scripts, policies, and procedures.
  • Adhere to all attendance and work schedule requirements, including all scheduled training.
Requirements:
  • Must be 18 years of age.
  • High School Diploma or Equivalent.
  • Minimum of three (3) years in a call center environment.
  • Minimum of (1) year of experience in a customer service role.
  • The ability to multi-task using multiple screens and systems while talking on the phone with customers.
  • The ability to type swiftly and accurately 30-45 Words per minute.
  • The ability to read and speak English fluently.
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications, including corporate intranet.
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, including Sharepoint).
  • Excellent organizational, written, and oral communication skills.
  • The ability to multi-task across multiple systems and screens while speaking to customers.
  • Must be customer service-oriented (empathetic, responsive, patient, and conscientious).
  • Strong team orientation and customer focus with a positive attitude.
  • Highly reliable with the ability to maintain regular attendance and punctuality.
  • Aptitude for issue identification and problem-solving.
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • An aptitude for conflict resolution and problem-solving.
  • The ability to demonstrate good judgment when making decisions surrounding account inquiries, resolution paths, and call handling.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.
Preferred Qualifications:
  • Associates Degree or higher is a plus.
  • Relevant experience in banking or financial services is a plus.
  • Experience with data-entry utilizing a computer - proven professional writing and communication abilities to support the customer is a plus.
  • Bilingual Spanish - Extremely Beneficial.
Compensation and Benefits:

We offer competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage options, paid time-off, regular raises, advancement opportunities, and a fun, engaging work environment. Our employees also enjoy cash and prize contests, a casual dress code, and the opportunity to work with a dynamic and growing company.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment:
  • Must be authorized to work in the country where the job is based.
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Equal Opportunity Employer:

At ValorVIP, we are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating a work environment that is free from discrimination and harassment, and where all employees are treated with dignity and respect.

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