Senior Customer Service Representative

Regulators examine us regularly, and risk, audit and compliance make up a large part of the staff. Since 1974, the bank has grown through more than a dozen acquisitions.

About the role

The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. On site, Fort Worth.

Your responsibilities

• Answer inbound calls, live chats and emails from a queue
• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Follow scripts and required disclosures on recorded lines

Minimum qualifications

• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• Typing speed of at least 35 WPM
• Able to sit at a workstation and wear a headset for a full shift

Preferred qualifications

• Bilingual English and Spanish (pay differential)
• Chat support experience

Expected salary range: $24.00 - $27.50 an hour, plus bonus eligibility.

Perks and benefits

• Health savings account (HSA) with employer contribution
• 401(k) with a 100% match up to 5%
• Three weeks of PTO to start
• Relocation assistance

New hires usually start two to three weeks after accepting an offer.

Applicants must be authorized to work in the U.S.

Start: Immediately.

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