General InformationLocation Work at Home Job ID 4497 Job Category Customer Service Representative (CSR) Language Requirement English Description & requirementsDescription Do you love helping people and sharing your knowledge?Do you want to grow your career with a company that rewards your hard work?Do you want to improve your work / life balance and work from the comfort of home?Join our Transcom Family as a Customer Service Associate!Saving for retirement is challenging, with lots of tension and uncertainty. As a Customer Service Specialist, you will be instrumental in assisting our customers with the consolidation of their retirement accounts. You'll be critical to ensuring customers have a great experience with us and end up with more confidence in their long-term finances. You'll also be an advocate for the customer and share customer feedback with other teams.What You'll Do:
- Provide customer guidance through the rollover process and answer their questions through chat, e-mails, and phone calls
- Become an expert on 401ks, rollovers, and IRAs
- Engage with financial institutions and employers on behalf of clients to facilitate their transactions as needed.
- Contribute to our internal knowledge-base and external FAQs based on customer questions/comments
- Compile customer feedback and communicate it with fellow team members.
What's in it for YOU!
- $20.80 USD Starting Pay
- Pay options to meet your needs: Daily Pay, Bi-Weekly Pay, Direct Deposit, and Pay Cards
- Health Benefits for you and your family, including: medical, dental, vision
- 401(k) Investment options with employer match opportunities
- Paid Vacation Time
- 100% REMOTE - Work-at-Home, including training
- Great Work/Life Balance while developing your career
- Position as a Transcom employee (not an independent contractor)
- Ability to develop your skills and grow your career
- An opportunity to work for a company passionate about people
What we are looking for:We've got an exciting career opportunity for you, if you can:
- Effortlessly engage with callers, actively listen, analyze their need, and provide solutions
- Comfortably navigate multiple applications to research solutions
- Multitask in systems while patiently providing step-by-step instructions with a focus on accuracy and timeliness
- Calmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service-orientation and social perceptiveness
- Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
- Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.
- Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment
RequirementsThe following items are mandatory pre-employment requirements and/or skills that are required to be successful in this role. The skills listed are skills that must be used daily and for a prolonged period of time, up to the full duration of your scheduled shift.
- At least 18 years or older
- High School Diploma, or equivalent
- Able to successfully pass a criminal background check
- Able to work a full-time work week of 32-40 hours, with overtime opportunities as needed
- Able to maintain 100% strict adherence to the assigned schedule
- Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
- Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
- Strong computer knowledge, including ability to accurately type at least 30 wpm
- Excellent English written and verbal communication skills
- Experience in the financial industry, preferably with FINRA licenses (e.g Series 6, 7)
- Strong interest in helping people achieve their financial goals
- Courteous and friendly with high level of professionalism
- Willingness to follow procedures and adhere to policies
- Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations
- Able to multitask applications while talking to customers on the phone
- Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls
- Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do it
- Highly adept at working with a high frequency of conflict situations, as well as upset customers
- Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.
- Able to use your hands to handle, control, or feel objects, tools, or controls
Location RequirementsMust live and work in one of the following states:AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI, WVWork at Home Requirements:
- You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift, including caring for a family member.
- Your home office must be a private room with a door and cannot be a shared office space.
- Your monitor cannot face a window, if the office is on a ground floor.
- Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet.
- (Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)
- Your hardwired internet connection must meet the minimum speed requirements:
- Minimum download speed 20 Mbps
- Minimum upload speed 3 Mbps
- Ping less than 100 ms or less
You will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity. What Life at Transcom is like!Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #10 on their list of the Top 100 companies to watch for remote work in 2024.At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together. We are the voice of our clients. We are Transcom. We are passionate about people and look forward to meeting you!