Job Title: Customer Service Specialist
Location: Tempe, AZ [Hybrid – 3 days a week in office Tue-Thurs in office (Mon and Fri WFH)]
Duration: 3-6 months-possibility to extend and/or convert
During the training process in the first month, they will be in the office 5 days a week
Interview: 2 Rounds - MS Teams (camera on) & second round in person
Focus: Sales Experience
The business are looking for a polished, professional individual with strong sales and customer service skills. The ideal candidate will have a stable career background and demonstrate interest in converting to a permanent position.
Required Qualifications: 6+ months of Customer Service, Financial Services, or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, or education.
Bilingual Spanish is a plus
Key Skills
Pipeline / Lead Management
Customer Follow-Up
Outbound Calling
CRM Management
Appointment Scheduling
Documentation & Note Taking
Referral Tracking
Status Reporting
Process & Workflow Management
Attention to Detail
Customer Service
Cross-Functional Coordination
Underwriting / Contract Support
Microsoft Excel
Bilingual Spanish (Preferred)
Ideal Backgrounds
Customer Success
Sales Support
Contact Center
Business Banking
Client Services
Loan Processing
Account Management
Operations Coordinator
Intake / Referral Coordinator
What to Look for:
Managing a customer pipeline
High-volume follow-up calls
Detailed documentation and CRM updates
Scheduling and coordinating handoffs
Supporting underwriting or documentation collection
Strong organization and multitasking
Spanish language skills (preferred)
Call routing:
•During the pilot, we’ll prioritize routing retail leads, a higher incidence of which don’t ultimately get confirmed, to triage agents when available, as well as DIB upon launch
•Triage agents will attempt to contact the customer to confirm the business need
•Triage agents will route confirmed leads to dedicated sales consultants
•We will prioritize language needs via Spanish-speaking CS agents as needed
•Reporting: manual tracking as CRV does not currently support campaign setup for monitoring
Triage agents will be expected to maintain impeccable pipeline management, including:
•Tracking contact attempts
•Scheduling calls with pilot sales agents
•Succinct and detail notetaking in referrals
•Pilot sales consultants will be expected to manage:
•Callbacks after speaking with clients
•Following up with customers on documentation/signings
•Working with contract validation and underwriting
•Welcome Call to ensure activation
•Referral Assignment:
–Triage agents will receive referrals from lead assigners in normal volume
–This allows triage agents to also handle inbound calls during pilot
–Referral volume for triage agents can be adjusted as we determine the best workload balance
–Pilot sales consultants will not receive referrals from lead assigners
–This allows sales consultants to be available for handoffs from triage
•Phone Skilling/Prioritization:
–Triage agents will remain BAU in the phone queues
–If we later decide to increase their priority this can be adjusted as needed
–Pilot sales consultants will be removed from phone queues to avoid inbound calls
–This will ensure they are available for handoffs from triage
•Feedback Sessions:
–Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback that might be gathered from calls
•Examine the number of referrals triage agents can successfully work in an hour/day to gauge what this might look like if applied across CS
•Gather feedback from pilot agents to determine what is and what is not working
•Record any comments or feedback from clients regarding additional handoff (as applicable)
•Adjust pilot as needed to ensure accurate outlook of pilot’s success
•Review overall pilot conversion rate compared to overall conversion rate of CS across the same period of time(as well as confirmed conversion vs overall CS)
•Evaluate feedback gathered by pilot agents and consider adjusting pilot for additional testing as needed
•Determine effectiveness of triage model compared to one-call-close model