Customer Service Representative

Job Description

Job Description

Note:

• The position is Onsite (No Work from Home).

Position Details:

• Position: Customer Service Representative (Level III)

• Industry: Banking/Financial Services

• Job Duration: 12 Months (Possible Extension/Conversion)

• Location: 4500 Amon Carter Blvd Fort Worth TX US 76155

• (Onsite – No Work from Home)

• Schedule: Monday – Friday (40 Hours/Week)

• Training Hours: Monday – Friday | 9:00 AM – 5:30 PM EST

• Post Training Work Schedule: 4X10 and 5X8 schedules available

• 4X10 schedule

• Monday, Thursday, Friday, Saturday (6 AM - 4:30 PM EST)
• Monday, Tuesday, Friday, Saturday (8 AM - 6:30 PM EST)
• Monday, Tuesday, Wednesday, Saturday (10:30 AM - 9 PM EST)
• Monday, Wednesday, Thursday, Sunday (6 AM - 4:30 PM EST)
• Monday, Thursday, Friday, Sunday (8 AM - 6:30 PM EST)
• Monday, Tuesday, Wednesday, Sunday (10:30 AM - 9 PM EST)

• 5X8 schedule

• Monday - Friday (10 AM - 6:30 PM EST)
• Monday - Friday (11 AM - 7:30 PM EST)
• Monday - Friday (12 PM - 8 PM EST)
• Monday - Friday (12:30 PM - 9 PM EST)

• Pay Rate: $18-$21/hour 

• Pay Structure: Bi-Weekly (Once Every 2 weeks)

• Interview Process: In-Person Interviews - 7/9; 7/10; 7/13; and 7/14

Project Scope / Day-to-Day Responsibilities:

• Support participants with employer-sponsored 401(k), pension, and deferred compensation plans.

• Provide exceptional customer service by answering account-related inquiries.

• Guide customers through account transactions and retirement benefit processes.

• Process financial transactions accurately while maintaining compliance.

• Navigate multiple systems simultaneously while documenting customer interactions.

• Resolve customer concerns and de-escalate difficult situations professionally.

• Maintain confidentiality while handling sensitive customer information.

• Work in a fast-paced, high-volume call center environment.

Required Skills:

• 2+ years of Customer Service experience.

• Strong verbal and written communication skills.

• Ability to multitask across multiple systems/screens.

• Proficiency in Outlook, Word, and PowerPoint.

• Strong typing and documentation skills.

• Ability to work in a high-volume call center environment.

• Excellent problem-solving and conflict-resolution skills.

• Ability to handle confidential information professionally.

• Positive attitude and willingness to accept coaching.

Nice to Have Skills/Experience:

• Banking or Financial Services experience.

• Call Center experience.

• Experience supporting retirement or benefits-related products.

• Strong customer relationship management skills.

• Self-motivated and team-oriented mindset.

Important Expectations:

• Professional business casual attire is required (including interviews).

• Strong attendance and punctuality are mandatory.

• Time off during the training period is strongly discouraged.

• Must be comfortable working onsite throughout training.

• Cell phone usage is restricted during work hours except in designated areas.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.