We are creating an opportunity for you to learn, lead, and grow in your career! At SITEL Group, one of the largest global providers of customer experience (CX) products and solutions, we are hiring multiple Financial Customer Support Agents to support high-volume inbound customer service projects for our industry-leading financial services client.

As a trusted employer, we will find the best match for you based on your experience and preferences, including full-time daytime and evening shifts. After applying, you will complete our video interview where we will share the details about your new role. SITEL Group has more than 20 years of experience hiring for 100% remote roles - our modernized application technology benefits our customers and you!

Our hours of operation are Sunday through Saturday, 5 am to 10 pm MST

Core Responsibilities:

• Take incoming account-related calls from customers about their account
• Respond to customer questions, problems, and requests regarding account balances, billings/payments, or other general or account-related services
• Educate the customers and promote financial services
• Analyze customer accounts status and history to determine appropriate action

Required Skills:

• Detail Oriented – The job requires a high degree of focus and attention to detail. Tasks are very specific and must be followed exactly as written without deviation to avoid any errors
• Reading Comprehension Skills and Understanding of Financial Terms – Ability to understand and navigate written help articles related to financial services in order to provide detailed and accurate information to our customers
• Multitasking – Quickly and accurately able to perform multiple tasks simultaneously while managing the pace of the call and maintaining focus on the customer
• Building Rapport – Ensuring that customers have a positive image of the client by politely greeting customers, determining customers’ desired interaction style, and responding accordingly, diffusing irate customers, checking customer satisfaction, and following up to ensure that the customers’ needs have been met or exceeded
• Communication – Expressing information in a clear and professional manner without rambling; speaking in a pleasant tone and volume; using effective voice inflection and enthusiasm; using correct vocabulary, grammar, and sentence structure
• Work Ethic – Demonstrating a strong desire to contribute to the organization, demonstrating reliable and dependable behavior, taking initiative on work tasks and responsibilities, and being dependable in attendance

Competencies and Qualifications:

• Knowledge of basic computer operations to navigate multiple systems
• Ability to learn, adapt and accept constant change in policies and procedures
• Courteous and memorable on the phone with strong customer service orientation
• Good comprehension skills and responsiveness to communications and instructions
• Strong sense of urgency and desire to fully resolve all customer issues.
• High school diploma or GED equivalent
• Financial experience preferred
• 1-year customer service experience

Equipment & Internet Requirements:

• Dual monitors (we provide one and you provide the primary monitor)
• Internet speed - 5.0 Mbps download speed and 5.0 Mbps upload speed

About SITEL Group:

SYKES is now a part of SITEL Group®! As a leading global provider of customer experience (CX) products and solutions, SITEL Group® empowers brands to build strong customer relationships by creating meaningful connections that boost brand value.  Our digital or voice-based solutions deliver a competitive edge across all customer touchpoints. With 160,000+ global employees– working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times a day in 50+ languages. For over 40 years, our award-winning culture has been dedicated to improving the employee experience.

Job Type: Full-time

Pay: From $15.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• Day shift
• Weekend availability

Education:

• High school or equivalent (Required)

Work Location: Remote

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