Customer Service Associate

Customer Service Specialist 1 Contingent Client: Financial Services Team: TBA Location: Tempe, AZ or Dallas, TX Work Arrangement: Hybrid (3 Days Onsite: Tuesday-Thursday; Monday & Friday WFH) Training Requirement: 5 Days Onsite During First Month Contract Length: 3 Months Initial Contract (Expected Extension to 6+ Months; Potential FTE Conversion) Pay Rate: $23.00 - $24.00/hr (OT40) Top Requirements Customer Service, Contact Center, or Financial Services experience Experience managing customer pipelines, referrals, or lead follow-up activities Strong outbound calling and customer follow-up skills Excellent documentation, CRM management, and note-taking abilities Strong organizational and multitasking capabilities Plusses Bilingual Spanish Business Banking experience Sales Support experience Loan Processing or Underwriting support experience CRM and referral management experience Job Summary In this contingent resource assignment, you will participate in low-complexity Customer Service initiatives supporting a business banking referral and lead management pilot program. The Customer Service Specialist will serve as a triage resource responsible for validating customer needs, managing referral pipelines, coordinating handoffs to sales consultants, and ensuring accurate documentation throughout the customer engagement process. The role requires strong customer service skills, excellent follow-up discipline, and the ability to maintain detailed records while working within an established workflow and referral management process. Day-to-Day Responsibilities Customer & Lead Management Receive and manage assigned customer referrals Contact customers to validate and confirm business needs Make outbound calls to customers regarding referral opportunities Route qualified and confirmed leads to dedicated sales consultants Prioritize customer experience and timely follow-up Pipeline Management Maintain accurate referral pipeline records Track all customer contact attempts Monitor referral status and progression Ensure referrals move efficiently through the process Maintain visibility into all assigned leads and activities Documentation & CRM Updates Record detailed and accurate customer notes Update referral and CRM systems Track customer interactions and next steps Document outcomes and escalation needs Maintain high-quality recordkeeping standards Scheduling & Coordination Schedule appointments and callbacks between customers and sales consultants Coordinate handoffs to dedicated sales agents Support customer follow-up related to documentation and account activation activities Assist with onboarding and activation-related communication Operational Support Support contract validation and underwriting-related processes Participate in pilot feedback sessions and process improvement discussions Assist with manual reporting and activity tracking Gather customer feedback and communicate opportunities for improvement EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.