Customer Intake Representative

Hiring for 6 different Customer Intake Representatives working in a Hybrid environment!

Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled by an intake team who will then do the initial discovery and information collection for the complaint to go into a work queue. Then the case worker team will then take control of complaints in progress and will see it through until it has reached the qualifications for completion.

This team we are hiring for will fall within intake.

Team members can expect to have a mixture of 3 different responsibilities each day:

• Handling inbound calls from customers who have an open and active complaint case

• Handling inbound warm transfer calls from other departments with an escalated customer on the line in order to talk to the customer to resolve the complaint or gather information to create a formal complaint to be worked by a case worker.

• When not on the phone, team members will be compiling and creating formal cases to be worked by the case workers

Customer calls typically last anywhere from 5-20 minutes. On a rare occasion they can last 30-45 minutes. There is no set metric against call time.

Support internal and external customers with inquiries and complaints regarding financial products and services.

Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.

Perform complex administrative and customer support tasks.

Review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.

Respond independently to complaints escalated at the highest level.

Interact with internal and external customers to resolve their issues.

Interact with the immediate Escalations team to oversee day to day activities of the support Escalations Team

• 2+ years of customer service experience dealing with escalated calls

• 1+ years of financial services/banking experience

• Prior Experience with MS Office Suite, particularly with MS Word, Outlook, Excel and Teams.

• Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation calls per day)

• Ability to communicate effectively through writing and emails.

• Ability to follow Policy + Procedures to execute tasks repetitively.

• Pipeline and time management - work on different complaints in different statuses while meeting deadlines.

• Ability to toggle between various systems + screens and will also be working from home part of the time. It is essential that talent can set up their equipment and effectively navigate through technology.

• In-order for candidates to work the hybrid schedule, they must have the following available at home:

• Must have access to high-speed internet and must be able to connect to internet via Ethernet Cable

• Must have a quiet and private location to work

• Must have a safe and secure place to store desktop at home.

• Hybrid Schedule - Except for at least the first 30-60 days of training where they will be 100% in-office.

• Hybrid Schedule is 1 week in-office/1 week at-home.

• Hours:

• Training is 8:00am-5:00pm Monday
  -Friday

• After training 8:00am - 5:00pm Monday-Friday

This is a Contract to Hire position based out of Chandler, AZ.

The pay range for this position is $20.00 - $20.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Chandler,AZ.