Bilingual Escalations Representative HYBRID NOT FULLY REMOTE at TEKsystems

Qualifications:

• Candidates must be fluent in English and Spanish
• 4+ Years of experience working in banking, financial services, and call center
• Ability to adhere to schedule without accommodations
• Successful agents have positivity, are engaged with the process, and the customer. Needs to be able to succeed in a fast paced environment. Needs to be able to flex between handling a phone case and a written case. Needs to understand how to work in an office environment. Strong work ethic, need to be punctual and dependable.
• Candidates should be high caliber individuals who want to join the team and be capable of handling things that have been escalated.
• Able to commute and train onsite for first 6 weeks for 100% onsite training M-F, 8am-4:30pm
• Following training, schedule is 1 week in office and week working from home
• Able to start 10/25/2024 without exceptions

Disqualifiers:

- Jumpy tenure/resumes

- No banking or financial services experience

Description:

This is an intake role, it’s different from the other positions recruited for on the RFP, which were research positions. The intake team intakes the escalated complaint and directs it to the appropriate research group. Handles it for the Enterprise. If someone is dissatisfied with customer service, even in a branch, and uses high risk terms like theft or discrimination, they’ll likely be transitioned to this team.

Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills. Can’t be scared to talk to customers, can’t get rattled. Very customer centric. Great attention to detail and organizational skills. Usually an upset person is saying a lot of information very quickly, this person needs to accurately capture those details while also being empathetic. Should be able to actively listen, will likely be the 5th or 6th person the customer is talking to and they need to be heard out. Able to navigate computer systems. Once they gather this information, they’ll hand it off to the right research team.

Likely 7-12 calls per day.

Corporate Job Description: In this contingent resource assignment, you may: Support Escalations; proactively seek ways to improve processes. Perform moderately complex transactional or customer support tasks. Receive direction from supervisor and escalate non-routine questions. Interact with client personnel on a range of information. Required Qualifications: 2+ years of Customer Service, Financial Services, Underwriting, or Quality Assurance support experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.