Customer Service Specialist 1 - Contingent

Job Title: Customer Service Specialist (Bilingual Spanish)
Location: Tempe, AZ or Dallas, TX
Work Schedule: Hybrid – Tuesday through Thursday onsite; Monday and Friday remote
Training: Five days onsite during the first month
Interview: 30-minute Microsoft Teams video interview; camera required
Language: Bilingual Spanish preferred

Position Overview
We are seeking a detail-oriented Triage Agent to support a customer lead-routing pilot. This position will contact prospective customers, confirm their business needs, maintain an accurate referral pipeline, and route qualified leads to dedicated Sales Consultants.
The ideal candidate has experience in customer service, contact centers, sales support, business banking, or referral coordination and is comfortable managing high-volume outbound calls, CRM updates, appointment scheduling, and customer follow-ups.
Key Responsibilities

• Contact customers through outbound calls to confirm their business needs and interest.
• Triage incoming retail and DIB leads and route confirmed opportunities to Sales Consultants.
• Prioritize Spanish-speaking customers when bilingual support is needed.
• Maintain accurate pipeline and referral records through manual tracking and CRM updates.
• Track all contact attempts, customer responses, appointments, and lead statuses.
• Schedule calls and coordinate warm handoffs between customers and Sales Consultants.
• Enter concise, detailed, and accurate notes in customer referrals.
• Handle inbound calls while managing assigned referrals during the pilot.
• Follow established processes, workflows, and compliance requirements.
• Provide regular status reports on referral activity, outcomes, and follow-up needs.
• Participate in weekly feedback sessions to identify pilot successes and improvement opportunities.
• Record customer feedback related to the handoff experience.
• Collaborate with Sales Consultants, underwriting, contract validation, and other internal teams.
• Help evaluate referral volume, conversion rates, workload capacity, and the effectiveness of the triage model.

Required Qualifications

• Experience in customer service, customer success, sales support, contact center operations, client services, or a related field.
• Experience managing customer leads, referrals, or a customer pipeline.
• Strong outbound calling and customer follow-up experience.
• Experience documenting customer interactions and updating CRM systems.
• Strong appointment scheduling and coordination skills.
• Excellent organization, multitasking, and time-management abilities.
• Strong attention to detail and accurate note-taking skills.
• Proficiency with Microsoft Excel and manual status tracking.
• Ability to work effectively across sales, operations, underwriting, and support teams.
• Ability to follow established compliance requirements and operational procedures.

Preferred Qualifications

• Bilingual Spanish communication skills.
• Experience in business banking, loan processing, financial services, or account management.
• Experience supporting underwriting, contract validation, documentation collection, or customer onboarding.
• Previous experience as an Intake Coordinator, Referral Coordinator, Operations Coordinator, or Sales Support Specialist.

Pay Range: $21 - $23

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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During the hiring process, we may use artificial intelligence (AI) tools to assist in evaluating information related to your application. These tools may help analyze job-related qualifications or assist recruiters in reviewing applications and interview responses. AI-generated information is one factor considered in our hiring process. Final employment decisions are made by qualified hiring personnel and are not based solely on AI-generated recommendations.

 

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