Customer Service Specialist

Customer Service Specialist Consultant

We are seeking a polished and professional Customer Service Specialist Consultant to support a pilot initiative within Customer Service. This role will focus on lead management, customer follow-up, outbound calling, sales support, referral coordination, and pipeline management.

The ideal candidate will have a strong background in sales and customer service, excellent communication skill, a stable career history, and the ability to manage multiple customer interactions while maintaining accurate CRM documentation.

Key responsibilities include managing assigned customer referrals and maintaining an accurate sales pipeline, conducting outbound calls to customers to confirm business needs and determine appropriate next steps, routing confirmed leads to dedicated sales consultants, handling inbound customer service calls while supporting the pilot initiative, tracking customer contact attempts, follow-ups, referrals, and outcomes, scheduling customer calls and coordinating handoffs between customers, triage agents, and sales consultants, maintaining accurate and detailed CRM records, referral notes, and customer documentation, following up with customers regarding required documentation, contracts, and signing requirements, supporting contract validation, underwriting-related activities, and customer activation processes, conducting welcome calls and follow up with customers to help ensure successful activation, maintaining manual tracking and status reports using CRM systems and Excel, and participating in weekly feedback sessions and providing observations regarding customer interactions and pilot performance.

Required qualifications include bilingual Spanish/English communication skills, 6+ months of Customer Service, Financial Services, Sales, or Contact Center experience, or equivalent experience through work, consulting, training, military experience, or education, experience in sales, customer service, sales support, or a customer-facing environment, strong verbal and written communication skill, experience with customer follow-up, lead management, or pipeline management, experience using CRM systems to document customer interactions and updates, strong organizational and multitasking skill, excellent attention to detail, ability to manage high-volume customer interactions and follow-ups, professional and polished communication style, and ability to work effectively in a structured, fast-paced environment.

Preferred qualifications include experience in Financial Services, Banking, Business Banking, Lending, or Client Services, experience with referral coordination, lead assignment, or appointment scheduling, experience supporting underwriting, contract validation, loan processing, or documentation collection, experience managing customer pipelines and tracking conversion activity, experience with manual reporting and status tracking, proficiency with MS Excel, experience working with Sales, Underwriting, Customer Service, or other cross-functional teams, experience in Customer Success, Account Management, Operations Coordination, or Intake/Referral Coordination, demonstrated stable employment history, and interest in potential conversion to a permanent position.