CALL CENTER REPRESENTATIVE - HYBRID

TEKsystems

3d•Hybrid

About The Position

This role supports a fast-paced, 24/7 contact center by responding to a high volume of inbound and outbound calls from members and other individuals. You will provide accurate information about financial products and services, complete account transactions, and create positive member experiences through active listening, professional communication, and strong multitasking in multiple systems.

Requirements

Proven customer service experience in a professional, high-contact environment such as a call center, administrative office, receptionist/secretary role, banking/mortgage, or high volume retail.
Experience handling high volume calls in a structured, schedule-driven contact center or similar environment.
Strong data entry skills with attention to accuracy and detail while working quickly.
Ability to manage inbound and outbound calls efficiently and professionally.
Comfort working in a very structured environment with defined schedules, procedures, and performance expectations.
Ability to learn and navigate multiple computer systems and applications simultaneously.
Strong verbal communication skills with clear, professional phone etiquette.
Demonstrated ability to follow policy and procedure to ensure compliance.
Capability to handle back-to-back calls for extended periods while maintaining quality and composure.

Nice To Haves

Background in call center, administrative support, secretary/receptionist, banking or mortgage services, or high volume retail is highly relevant.
Experience in a professional office or financial services environment is beneficial.
Comfort discussing financial products and services with members or customers.
Ability to identify member needs and suggest appropriate products or services.
Strong organizational skills and reliability in adhering to schedules and structured workflows.

Responsibilities

Respond to a high volume of inbound and outbound calls in a structured, schedule-driven contact center environment.
Provide clear, accurate information about a wide range of financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
Perform account transactions and related functions in accordance with established policies and procedures.
Use active listening skills to understand member needs and concerns, and respond with empathy and professionalism.
Navigate and adapt to multiple computer systems simultaneously while maintaining accuracy and efficiency.
Advise members on additional products and services that may meet their financial needs and deepen their relationship with the institution.
Ensure full compliance with policies, procedures, and regulatory requirements during every member interaction.
Maintain a high standard of customer service while handling back-to-back calls for extended periods.
Follow structured schedules, including breaks and meal periods, and adhere to assigned shift expectations.
Document member interactions and actions taken in the appropriate systems in a timely and accurate manner.