What you'll be doing
You'll work in a fast- paced Client Support Center where you'll have meaningful client-focused conversations. As a Financial Services Representative, you'll be the first point of contact for clients calling in with questions or requests related to their banking needs. You'll deepen relationships by understanding the client's needs, and quickly resolving issues or problems. You'll proactively identify opportunities to match clients with the right products and solutions that will enable their financial success. Products and solutions will include bank accounts, various consumer loan products, overdraft protection, Bill Pay, Online Banking/US Mobile App and more. You'll educate and assist clients with our self-serve options, as well as complete manual efforts in support of specific client n eeds in accordance with policies and procedures. You're flexible to work from Monday to Friday 8:00am- 7:00pm CST and Saturday from 8:00am- 1:00pm CST.
For this role you will be required to work from the office.
Program Requirements
- Ability to work independently within a secure workspace free from noises and distractions.
- Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps)
How you'll succeed
- Client engagement - Focus on each client interaction to connect on a personal level and offer an exceptional client experience. Engage in client-focused interactions that are meaningful and deliver trusted advice. Provide support for clients by helping them manage their accounts and services. Connect and refer clients to the right Financial Services contacts to promote their financial success and deepen relationships.
- Problem solving - Listen, ask questions, and put yourself in the client's shoes. Act like an owner by understanding the client`s needs and recommending solutions based on their needs. Remain solution-focused in order to identify opportunities to help our clients.
- Efficiency – Understand that the client's time is valuable and effectively complete their request. Strong knowledge of the Financial Services systems and products to allow quick resolution of problems.
- Product knowledge - Deeply understand Financial Services's suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will help clients achieve their financial goals. Understand and leverage other internal departments within Financial Services to assist clients on additional needs
- Computer savvy - Easily navigate and focus on multiple software applications and dual monitors.
Who you are
- You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
- You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You achieve trust through respect and authenticity.
- You love to learn. You're passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
- You're goal oriented. You're motivated by accomplishing your goals and delivering your best to make a difference.
- You engage with your heart and mind. You care about people and you understand different perspectives. You listen and learn from the experience of others.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
Client Support Specialist - Detailed Hiring Profile
- Medium to high level of expertise in U.S. financial institutions, including banking products, servicing practices, and client expectations
- Minimum 3 years of experience in a contact center or client service environment supporting U.S. clients
- Strong understanding of customer service standards, escalation handling, and issue resolution in a financial services setting
- Excellent communication, interpersonal, and problem-solving skills
- Demonstrated ability to work effectively in a fast-paced, high-volume, and compliance-driven environment
- Experience using CRM, call handling, and case management systems
- Strong attention to detail, sound judgment, and commitment to risk and policy adherence
- Samples of contact interactions in scope include:
- Initiating and submitting non-fraud disputes on CRS
- Declined Transactions Inquiries
- Transaction Inquiry
- Balance Inquiry
- Payment Inquiry
- Online/ Mobile Banking/Zelle/Bill Pay technical support
- Activate Card
- Updating Contact Info
- PIN Resets
- Monetary Movements
- CD Renewals
- CD Closures
Based on feedback provided by TELUS during recent conversations with the CSC team, and internal Financial Services analysis of sample calls shared by Vendor Management team:
- Types of calls that will be serviced are comparable to Canada's Telephone Banking CSE calls, with low complexity and primarily inquiry-based.
- Sample calls for all queues to be services were share with TELUS
- Overview of training requirements was also provided by the CSC team, we can provide further clarifications if needed, to better level-set this rate card.
Escalations are expected to be handled within the TELUS team, as per guidance provided from Financial Services's CSC team, which should not require transfers to onshore resources.
Call types in scope
Tier 1 - First Level Support:
- Handles routine banking questions
- Processes account balance inquiries, transaction history, password resets
- Resolves common customer needs quickly
- Escalates complex issues to higher tiers
Tier 2 - Second Level Support:
- Manages complex financial matters
- Handles loan applications, credit issues, account disputes
- Investigates transaction discrepancies
- Addresses specialized banking products
- Escalates highly sensitive or compliance issues
