Remote Contact Center Representative - TEKsystems

Account Services Representative 12/02

Work Environment –

• 100% REMOTE
  • All team members are required to reside within a 60 mile radius of the local Training Hub in VA Beach
  • Cannot use satellite, hot spots, wireless point to point, extenders, WiFi, or pay-per-data services. The equipment will not function consistently or with sufficient quality on these services/methods.
  • Minimum of 50 mbps download speed and 25 mbps upload speed
  • Ethernet connection is required
• Ability to setup and install workstation equipment within 8-12 feet of modem/router. Workstation must be plugged directly into router with the cables provided by the company. Two ports are needed for one workstation setup.
  • Do not attempt to use a longer cable --- equipment will not work satisfactorily. Internet service providers will install additional hard-wired connections in desired locations upon request; any associated expense is not provided or reimbursed by the client.
  • Your desk must have adequate space for two monitors, a phone, keyboard and mouse.
  • Workspace must be free of distractions. (family members, children, barking dogs, TV etc.)
  • Previously established/installed high-speed internet connection (non-satellite) which is not public or shared; client will not provide it or reimburse for it.

Training

• Training is M-F, 9AM-5:30PM EST (Training duration is 15 working days consisting of 11 days of trainer led instruction, 4 days of field exercises on the phone)
• Please note that after training, you will take part in a two-week nesting period where you will remain onsite taking calls, have daily one hour debriefs, and receive extra guidance from your supervisor. You would work your assigned shift during nesting (Mon-Fri)
• After nesting, you will work your assigned shift and schedule (Mon-Sat or Sun-Fri) must meet teleworking guidelines including satisfactory performance & attendance. 
• Please note that candidates must complete Bridge training, along with the other expectations of attendance/performance, and conversations with their supervisor.

Normal shift after training

• The current regular shifts available after training would be a Mon-Sat Flex schedule with a start times between 12:30pm-3:30pm EST (Candidates must be open to working the weekend (Saturdays)

Description:

• Ensure account and member security by identifying red flags and safeguarding member assets and account information.
• Provide account information and perform basic account transactions.
• Route members to the appropriate departments.
• Provide account balances and review transactions on member and business accounts.
• Transfer funds on member and business accounts, to other members or financial institutions.
• Open new accounts and educate members or potential members on products and services that best meet their needs.
• Enroll members in online and mobile banking and provide features, benefits and general guidance related to these services.
• Order debit cards for new and existing members
• Debit Card research related to transactions on members’ debit cards, limit increases
• Handle lost, stolen or misplaced debit card queries.
• Submit disputes for unauthorized electronic checks.
• Releasing Direct Deposits
• Perform complex account transactions such as account shutdown and stop payments on checks, etc.

Qualifications

(Required):

• High School Diploma or equivalent.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations when needed.
• Strong time management and decision-making skills.
• Adaptability and accountability.

Shifts:

• Representatives will get their schedule 2 weeks ahead of time and will only be scheduled 5 days a week but must be flexible.

Eligibility requirements apply to some

benefits and may depend on your job classification and length of employment.

Benefits are subject to change and may be subject to specific elections, plan,

or program terms.  If eligible, the benefits available for this temporary role

may include the following: 

§  Medical, dental & vision 

§  Critical Illness, Accident, and Hospital 

§  401(k) Retirement Plan – Pre-tax and Roth post-tax contributions

available 

§  Life Insurance (Voluntary Life & AD&D for the employee and

dependents) 

§  Short and long-term disability 

§  Health Spending Account (HSA) 

§  Transportation benefits 

§  Employee Assistance Program 

§  Time Off/Leave (PTO, Vacation or Sick Leave) 

#priorityeast

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.