Customer Experience Specialist

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Requirements:

• 3+ years of call center customer service experience or experience in the financial services industry.
• Experience in a Banking or Finance Call Center is preferable.
• Familiarity with CRM tools like Salesforce, Zendesk, or Avaya.
• Strong verbal and digital communication skills, including superior listening and phone etiquette.
• Strong problem-solving skills and ability to manage challenging customer interactions.
• Ability to multi-task and thrive in a fast-paced environment.
• Excellent written communication and numeracy skills.
• Experienced in critical thinking techniques.
• Ability to work collaboratively with others.
• Flexibility to adapt to changes in a rapidly evolving environment.
• Willingness to learn about new products and procedures.
• Fluency in Spanish is a plus.

Responsibilities:

• Perform a high volume of Customer Contact Center transactions through various channels (phone, email, live chat, SMS).
• Advise customers about their loans, process payments, and provide detailed product explanations.
• Document all customer interactions clearly in CRM software (Salesforce).
• Perform outbound calls to assist applicants with loan applications.
• Collaborate with internal departments to complete servicing requests.
• Escalate complex issues as per procedures.
• Assist management in identifying workflow improvements.
• Maintain understanding of loan products and compliance standards.
• Retrieve mail and deposit checks for customers.
• Achieve high scores through Quality Assurance evaluations.
• Engage in additional projects and training as needed.