Sr Customer Service Specialist

Job Title

Location Onsite for training, then remote. 12555 Manchester Road, Des Peres, MO, 63131, US Training will be fully onsite, estimated 4-5 weeks. Any flexibility in the schedule will be decided by the leadership after the training period is complete.

Reason for opening the role(s) Backfill / New System Implementation How does your team/department support Edward Jones? Supporting internal stakeholders in a call center environment. Describe a "day in the life" for someone in this role 50-60 calls per day Responsible as a phone service representative, spending a great deal of time answering phone calls Answer incoming requests related to the new system implementation.

Work in partnership with team members to provide support as needed Provide branch associates with information, friendly support, and reliable solutions Respond to branch associates while meeting call quality and efficiency expectations. Participate in monthly department meetings and periodic training sessions Opportunity to educate callers on new systems and technology being implemented in the firm Work in a Fast-paced environment

How do you measure success in this role? What tools will someone in this role use, and what proficiency (if any) should they have coming in? Salesforce is beneficial, not required. Possibility of Extension? Possible, but not expected or guaranteed. Possibility of Conversion? Possible, but not expected or guaranteed. NOTE!! Please set expectations with your candidates that this is a contract role.

While there is always a possibility of an extension or conversion, this is not a temp-to-hire role. Candidates should not ask questions about temp-to-hire during the interview. If there happens to be an associate job opportunity that opens up while a worker is on assignment, current workers may apply, and they would go through the full interview process along with all other candidates.

Again, associate opportunities are not expected; this is only to help set expectations. Is overtime expected? No Onsite/Hybrid/Offsite # of days onsite if hybrid? 8 AM – 5 PM CST Work Hours or Time Zone Requirements 8 AM – 5 PM CST Additional Information The team has had the most success with folks that have experience in the banking / finance / credit union space, i.e., Wells Fargo experience has been successful.

Call center experience in other industries have been less successful. Call center experience specifically is important and has been a sign of success. Other backgrounds (for example, an accountant) have had the technical knowledge, but have struggled in a call center environment.

Years of experience 5+ Years of experience

Required Qualifications:

3-5 top responsibilities / skills Required Qualifications/Experience At least 3 years of Call Center Experience Experience working in a high-volume contact center is a must Ability to leverage different technology systems A financial services background is preferred Ability to have difficult conversations Ability to explain complex information effectively Strong learning agility Preferred Qualifications (aka "Nice to haves") Exposure to a contact management system, (such as Salesforce, though Salesforce specifically is not required.)

Soft skills Customer Service Handle high volume. Education Requirements (if any) A minimum of a high school diploma Any deal breakers or red flags to avoid? Any "lessons learned" from previous sourcing efforts? Previously submitted candidates should not be resubmitted. 1-2 years of call center experience is usually not enough, we need at least 3+ years. Do not submit any candidates uninterested in a contingent role.

Interview Process

Note:

Video interviews required for remote roles. 1 round via Zoom What is your intended schedule for conducting interviews? Is there any time off to be aware of? Benefits (employee contribution):
Health insurance Health savings account Dental insurance Vision insurance Flexible spending accounts Life insurance Retirement plan All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant.