Teleservices Consultant

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Provide services and expertise to business and consumer members via phone.

• Enhance business growth and empower members to utilize self-service options.

• Manage ACD queues, including 100 Club, Card Inquiry, General Inquiries, Password Resets, Technical Support, Internal Technical Support, Business Services, and Spanish support if applicable.

• Leverage each member interaction as a chance to establish or deepen a mutually beneficial relationship.

• Recommend products or services to assist members with their financial requirements.

• Keep up-to-date with the organization's offerings, services, and specialized systems.

• Utilize systems such as NCR online banking/mobile banking admin console, CST bill pay, Visa DPS, Zelle, PowerOns, and Temenos.

• Identify and communicate opportunities for process improvements and ways to enhance call center efficiency.

• Adhere to organizational security protocols and training while delivering remote services.

• Support the relationship banking service strategy and uphold brand guidelines.

• Resolve issues and maintain composure during challenging interactions.

• Complete documentation and processes while engaging with members.

• Multitask effectively and meet schedule adherence requirements.

• Execute other job-related tasks as assigned.

⛳️ Requirements

• High School diploma or General Education Degree (GED).

• One (1) year of experience in a financial institution, call center, or a related customer service field.

• Proficient in computer usage and software applications including Windows, Excel, and Word.

• Ability to type at least 45 words per minute.

• Capable of accurately performing 10-key operations.

• Proficient in reading, writing, speaking, and using proper grammar in English.

• Ability to read, interpret, and analyze written instructions, correspondence, and procedural manuals.

• Effective verbal communication skills for addressing sensitive inquiries or complaints from members.

• Ability to present information to groups.

• Capacity to apply common sense understanding when addressing problems involving variables in standardized situations.

• Ability to communicate professionally while conveying information to members and/or departmental staff.

• Proficient in verbal communication both in person and over the telephone.

• Ability to calculate rates, ratios, and percentages.

• Process teller transactions and related functions.

• Ability to travel independently to different department and branch locations.

• Employees working from home must have operational business internet and a dedicated workspace.

• Preferred: Twelve months of experience with Arizona Financial.

• Required licenses, training, and certifications: None.

🏝️ Benefits

• Remote work arrangement.

• Dedicated workspace for employees who work from home.

• Business operational internet for work-related tasks.

• Video call or chat messaging systems for communication.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.