Senior Customer Service Advisor

Since 1927, the bank has grown through more than a dozen acquisitions. Most lenders have lived in the area for decades and know their borrowers.

About the role

This is a backfill for a team member who moved to another team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Contract role, full-time hours, paid in USD at the end of each month. You will need at least 3 hours of overlap with US Pacific time.

Main duties

• Follow scripts and required disclosures on recorded lines
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Update customer records accurately

What you need

• 5+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Must pass a background check
• Comfortable using multiple screens and systems at the same time
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked

Preferred

• Bilingual English and Spanish (pay differential)
• Experience handling escalations

Perks and benefits

• Long-term engagement
• Paid time off

We look at every application, usually within a week.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Chestnuttrack.