Customer Service Specialist

We are seeking a polished and professional Customer Service Specialist Consultant to support a pilot initiative within Customer Service. This role will focus on lead management, customer follow-up, outbound calling, sales support, referral coordination, and pipeline management.

• Manage assigned customer referrals and maintain an accurate sales pipeline.
• Conduct outbound calls to customers to confirm business needs and determine appropriate next steps.
• Route confirmed leads to dedicated sales consultants.
• Handle inbound customer service calls while supporting the pilot initiative.
• Track customer contact attempts, follow-ups, referrals, and outcomes.
• Schedule customer calls and coordinate handoffs between customers, triage agents, and sales consultants.
• Maintain accurate and detailed CRM records, referral notes, and customer documentation.
• Follow up with customers regarding required documentation, contracts, and signing requirements.
• Support contract validation, underwriting-related activities, and customer activation processes.
• Conduct welcome calls and follow up with customers to help ensure successful activation.
• Maintain manual tracking and status reports using CRM systems and Excel.
• Participate in weekly feedback sessions and provide observations regarding customer interactions and pilot performance.

• Bilingual Spanish/English — MUST HAVE.
• 6+ months of Customer Service, Financial Services, Sales, or Contact Center experience, or equivalent experience through work, consulting, training, military experience, or education.
• Experience in sales, customer service, sales support, or a customer-facing environment.
• Strong verbal and written communication skill.
• Experience with customer follow-up, lead management, or pipeline management.
• Experience using CRM systems to document customer interactions and updates.
• Strong organizational and multitasking skill.
• Excellent attention to detail.
• Ability to manage high-volume customer interactions and follow-ups.
• Professional and polished communication style.
• Ability to work effectively in a structured, fast-paced environment.
• Ability to work onsite Tuesday–Thursday and full-time onsite during the first month of training.

• Experience in Financial Services, Banking, Business Banking, Lending, or Client Services.
• Experience with referral coordination, lead assignment, or appointment scheduling.
• Experience supporting underwriting, contract validation, loan processing, or documentation collection.
• Experience managing customer pipelines and tracking conversion activity.
• Experience with manual reporting and status tracking.
• Proficiency with MS Excel.
• Experience working with Sales, Underwriting, Customer Service, or other cross-functional teams.
• Experience in Customer Success, Account Management, Operations Coordination, or Intake/Referral Coordination.
• Demonstrated stable employment history and interest in potential conversion to a permanent position.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.