About the position
Qualfon is hiring Banking Specialists to field inbound communication from our client's members regarding their banking needs. The focus of this position is to provide outstanding support to existing members. The ideal candidate has professional communication and strong computer skills with a passion for providing first call resolution to their customers. This position is located onsite at our Headquarters in Highland Park, MI, and offers an hourly pay rate of $20/hr. In this role, you will handle inquiries related to active credit card accounts, assist with monetary transactions, non-monetary and maintenance transactions, assist with cases of fraudulent credit card activity, address queries, complete transactions, and perform maintenance for various account types, including checking accounts, savings accounts, and certificates of deposits. You will also provide information regarding consumer loan applications. To succeed, you will need to begin by thoroughly understanding the customer's need, which may involve asking clarifying questions to gather more information. You will utilize resources and systems to conduct research and present the customer with a resolution while adhering to performance metrics and quality standards. Qualfon is dedicated to ensuring all team members have Fun@Work! We lead by example to ensure our amazing team members and supervisors embrace and live the Qualfon Mission & Values. Additionally, we offer opportunities for further education through our Qualfon University scholarship program, free access to personal and professional support through the Qualfon Care Coaches' program, and competitive wages with opportunities to earn additional income through incentives. Full-time employees also receive medical, dental, vision, and life & accident insurance, paid time off, and access to an onsite gym and cafeteria.
Responsibilities
- Field inbound communication (phone, email, chat, social media, etc.) from clients' members regarding their banking needs.
- Handle inquiries related to active credit card accounts.
- Assist with monetary transactions, non-monetary and maintenance transactions.
- Assist with cases of fraudulent credit card activity.
- Address queries and complete transactions for various account types, including checking accounts, savings accounts, and certificates of deposits.
- Provide information regarding consumer loan applications.
- Understand the customer's need by asking clarifying questions to gather more information.
- Utilize resources and systems to conduct research and present the customer with a resolution.
- Adhere to performance metrics and quality standards.
Requirements
- 1 year of customer service experience required.
- 1 year of call center experience is required.
- 1 year of banking or financial services experience is strongly preferred.
- High School diploma or GED required; college degree preferred.
- Ability to work onsite in Highland Park and meet attendance requirements.
- Strong written and verbal communication skills.
- Professional, articulate voice and listening skills.
- Maintain customer privacy.
- Internet & research skills: ability to research and quickly become an expert in a variety of subjects.
- Computer savvy and can resolve minor technical issues with minimal assistance.
- Typing 25 words per minute with 90% accuracy.
- Ability to critically think through situations and solutions.
- Enjoy working in a fast-paced, and at times, hectic environment while maintaining a professional attitude.
- Self-motivated and able to work independently and adhere to assigned schedule with minimal assistance.
- At ease with multi-tasking in several computer applications at once while holding a conversation with a customer.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Referral program
- Vision insurance
