MSR AS (GPO) - 08/17

TEKsystems•Pensacola, FL

3d•$20 - $20•Hybrid

About The Position

This role provides high-quality support to members in a 24/7, high-volume, schedule-driven contact center. You will respond to inquiries and requests, deliver accurate information about financial products and services, and perform account-related transactions while ensuring an exceptional member experience.

Requirements

Proven customer service experience in a professional, high-volume, or structured environment such as call center, administrative support, receptionist/secretary, banking/mortgage, or high-volume retail.
Strong verbal communication skills with the ability to explain financial products and services clearly and confidently.
Demonstrated ability to handle high volume calls in a fast-paced, schedule-driven contact center.
Proficiency in data entry with high accuracy while working in multiple systems simultaneously.
Ability to follow policies, procedures, and compliance requirements consistently.
Strong active listening skills and a member-focused mindset to ensure a positive experience.
Comfort working in a very structured environment with set schedules, breaks, and performance expectations.
Adaptability to work within a 24/7/365 operation, including flexibility for varying shifts.
Ability to maintain composure and professionalism during continuous, back-to-back calls.

Nice To Haves

Background in call center, administrative, receptionist/secretary, banking, mortgage, or other professional office environments.
Experience in high volume retail environments such as major coffee shops, quick-service restaurants, or large retail stores.
Familiarity with financial products such as savings accounts, checking accounts, consumer loans, credit cards, and IRAs.
Comfort using multiple computer systems and tools in a contact center setting.
Strong organizational skills and attention to detail when handling member accounts and transactions.

Responsibilities

Respond to inbound inquiries and requests from members and other individuals in a high-volume, structured contact center environment.
Provide clear and accurate information about financial products and services, including savings, checking, consumer loans, credit cards, IRAs, and other account types.
Perform account-related transactions and related functions in accordance with established policies and procedures.
Demonstrate active listening and strong engagement methods to understand member needs and provide appropriate solutions.
Navigate and use multiple systems and applications simultaneously to research information, process transactions, and document interactions.
Advise members on additional products and services that may meet their financial needs and introduce relevant options to enhance their relationship.
Maintain a high level of professionalism and courtesy in every interaction, even during back-to-back calls in a busy contact center.
Follow policy and compliance guidelines to ensure accurate handling of member information and transactions.
Manage a schedule-driven workday by adhering to assigned shifts, breaks, and meal periods.
Sustain focus and quality while taking back-to-back phone calls for extended periods, including up to four hours before the next scheduled break.