Customer Service - Financial Services

TEKsystems•Shoreview, MN

6d•$19 - $20•Hybrid

About The Position

Financial Institution in Shoreview, MN is seeking 5 customer service agents to contact customers that have complaints regarding Home Lending, Business Banking, and Auto products. The right candidate will be making outbound calls to customers and updating account information or requesting information from the customer. This is a 12+ month assignment with the intent to hire on after successful training and performance. The role involves responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints requiring special handling. This may include reviewing in-process, closed, or cancelled single loan/credit exceptions, applications, claims, files, and/or on-line transactions to ensure compliance with internal requirements, contractual terms, insurer guidelines, investor requirements, and/or government regulations, or to perform remediation activities. Functions evaluated may cover underwriting, regulatory compliance, fraud, fair lending, and servicing. The role requires performing intake to determine the appropriate course of action, conducting investigative steps, researching product information, creating correspondence, and processing complex transactions. Communication with customers, merchants, clients, executives, agencies, and regulatory representatives is necessary for resolution. Identified risks and problems must be clearly documented. The position has similar authorities to first-tier supervisors for override decisions, referring recommendations exceeding authority levels to top management. Other duties may include project work related to remediation and ongoing reviews. The role may also involve generating reports and summarizing results, and typically includes team leadership and work direction.

Requirements

High school diploma required.
3+ years of experience with customer contact.
Some sort of financial services company experience.
Phone work experience.
Solid communication skills.
Skill in overcoming objections.
Attendance and accountability.
Strong interpersonal skills.
Strong multi-tasking ability.
Strong written and verbal communication.
Ability to handle multiple cases at once.

Nice To Haves

Call center experience.
2+ years of experience in one or more of the following: operations, underwriting, or quality assurance within the financial industry.
Any Wells Fargo experience within Mortgage, Account Resolution, Customer Service or Client Relations.
Prior banking or branch/community bank experience.
Prior experience with deescalating calls.

Responsibilities

Making outbound calls to customers regarding complaints about Home Lending, Business Banking, and Auto products.
Updating account information or requesting information from customers.
Responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints.
Reviewing loan/credit exceptions, applications, claims, files, and online transactions for compliance.
Performing remediation activities.
Performing intake to determine appropriate course of action.
Conducting investigative steps to identify issues.
Researching product information, terms, conditions, contracts, etc.
Creating correspondence as needed.
Processing complex and/or corrective transactions online.
Communicating with customers, merchants, clients, executives, agencies, and regulatory/governmental representatives to ensure resolution.
Ensuring identified risks and/or problems are clearly documented.
Making override decisions within supervisory authority.
Referring recommendations exceeding authority levels to top management.
Performing project work related to remediation.
Performing ongoing reviews as needed.
Generating reports and summarizing results.
Providing team leadership and work direction.