Customer Service Representative II

Operations centers in Fort Collins and two other cities handle deposits, card services and loan servicing.

Overview:

We're looking for a Customer Service Representative II to join our team. This is a remote role. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote position. Most of the team is in Fort Collins, but nobody is required to come in. Day-to-day communication is in Slack and Google Meet.

Key responsibilities:

Answer inbound calls, live chats and emails from a queue. Process returns, exchanges, refunds and address changes. Meet targets for handle time, quality score and customer satisfaction. Update customer records accurately. Explain bills and payment options and take payments over the phone. Transfer calls to the right department with a warm handoff. Complete required training and quality coaching sessions. Follow scripts and required disclosures on recorded lines.

Qualifications:

5-7 years of customer service, retail, hospitality or call center experience. Comfortable using multiple screens and systems at the same time. Able to sit at a workstation and wear a headset for a full shift. Reliable attendance. Schedule adherence is tracked.

Preferred qualifications:

Prior billing or insurance call center work. Zendesk, Five9 or Genesys experience.

Compensation: $25.50 - $30.50/hr DOE.

Compensation and benefits:

Health, dental and vision coverage starting on day one. 401(k) with company match. Three weeks of PTO to start. Referral program. $1,000 home office setup budget. 12 weeks of paid parental leave.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Start dates are flexible, usually within a few weeks of an offer.

Offers are contingent on a background check and drug screen.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Selwyn State Bank, LLC.