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Call Center Client Service Representative:
Los Angeles, CA

Purpose and Objective

Provide premier, quality, customer service assistance in a call center environment using Solutions Focus Techniques. Identify financial issues and appropriately transfer client to a Financial Specialist or set up appropriate counseling appointment.

Essential Job Functions

• Receives and handles incoming telephone calls from consumers, clients and creditors with expectations to meet call center answer rate goals (goal of 97% answer rate daily).
• Educates prospective clients (consumers) regarding services of the company and identifies financial issues using solutions focus techniques.
• Responsible for transferring client (if immediate telephone session) to appropriate Financial Specialist or sets up appropriate counseling session.
• Acts as a customer service representative for existing clients assisting in updating balances, setting up review appointments with the Financial Specialist, or providing general information.
• Other duties as assigned

Knowledge, Skills & Abilities Required

• Previous experience or a general understanding of a call center environment
• Excellent customer service, communication, and organizational skills
• Excellent listening skills. Must possess the ability to connect with the client, reassuring them, and offering assistance in helping them seek appropriate financial solutions
• Ability to adhere to schedule compliance and receptive to accommodating scheduling needs
• Strong computer skills with the ability to navigate throughout the database
• Strong team player with a positive attitude
• Ability to endure a fast pace environment