Operations - Customer Service Specialist 1 - Contingent

In this contingent resource assignment, you may: Participate in or provide support for low complexity initiatives within Customer Service. Review basic or tactical issues, policies, or procedures for which answers can be quickly obtained related to low-risk tasks and deliverables with narrower impact in Customer Service. Receive direction from supervisor and exercise judgment within defined parameters while developing understanding of function, policies, procedures, and compliance requirements. Provide information to client personnel in Customer Service. Required Qualifications: 6+ months of Customer Service, Financial Services, or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.


Bilingual Spanish is a plus
• Call routing:
• During the pilot we'll prioritize routing retail leads, a higher incidence of which don't ultimately get confirmed, to triage agents when available, as well as DIB upon launch
• Triage agents will attempt to contact the customer to confirm business need
• Triage agents will route confirmed leads to dedicated sales consultants
• We will prioritize language needs via Spanish Speaking CS agents as needed
• Reporting: manual tracking as CRV does not currently support campaign setup for monitoring
• Triage agents will be expected to maintain impeccable pipeline management including:
• Tracking contact attempts
• Scheduling calls with pilot sales agents
• Succinct and detail notetaking in referrals
• Pilot sales consultants will be expected to manage:
• Callbacks after speaking with clients
• Following up with customers on documentation/signings
• Working with contract validation and underwriting
• Welcome Call to ensure activation
• Referral Assignment:
-Triage agents will receive referrals from lead assigners in normal volume
-This allows triage agents to also handle inbound calls during pilot
-Referral volume for triage agents can be adjusted as we determine the best workload balance
-Pilot sales consultants will not receive referrals from lead assigners
-This allows sales consultants to be available for handoffs from triage
• Phone Skilling/Prioritization:
-Triage agents will remain BAU in the phone queues
-If we later decide to increase their priority this can be adjusted as needed
-Pilot sales consultants will be removed from phone queues to avoid inbound calls
-This will ensure they are available for handoffs from triage
• Feedback Sessions:
-Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback that might be gathered from calls
• Examine the number of referrals triage agents can successfully work in an hour/day to gauge what this might look like if applied across CS
• Gather feedback from pilot agents to determine what is and what is not working
• Record any comments or feedback from clients regarding additional handoff (as applicable)
• Adjust pilot as needed to ensure accurate outlook of pilot's success
• Review overall pilot conversion rate compared to overall conversion rate of CS across the same period of time(as well as confirmed conversion vs overall CS)
• Evaluate feedback gathered by pilot agents and consider adjusting pilot for additional testing as needed
• Determine effectiveness of triage model compared to one-call-close model


EEO:


"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."