Customer Operations Representative

Company: Russell Tobin
Location: Saint Paul
Posted on: June 20, 2022

Job Description:

Our Client a fortune 500 company specializing in financial services and products, headquartered out of Saint Paul, MN is looking to bring a Customer Operations Rep. onto their team!
Position Notes:
These roles are hybrid and workers will be expected to be onsite in downtown St. Paul 60-80% of the time and will work from home the remainder of the time.
It is expected that during the training period, workers will be working a fixed schedule 8:00-4:45 pm with a Training period of 8:00-4:45 pm; then flexibility w/ core hours 9-3 pm - M-F - Unpaid Lunch
These roles will be primarily on the phone (7+ hours/day).
Position Summary:
We're looking for an individual who is positive and enthusiastic - who enjoys a fast pace with high volume processing. This individual will develop an in-depth understanding of both the Financial Institution and Employer markets including the products they offer. An ideal candidate is a quick learner who adapts to new systems or procedures and is able to apply this information effectively during problem resolution as well as know when to seek assistance. Service-oriented phone skills are required for outbound calling. This position is approx 80% processing and data entry work and 20% phone work, both inbound and outbound, to provide service directly to our customers.

Responsibilities:

• Enter required data with a high degree of accuracy. This will include a variety of form types or electronic files, such as but not limited to applications, withdrawal requests, basic billing, personal information changes, authorizations, coverage verifications, and return mail.
• Prepare and manage customer correspondence including, but not limited to creating customer letters, emails, and spreadsheets.
• Fulfill customer service requests for kits, forms, brochures, rate charts, and confirmations via mail, email, and fax.
• Edit, proof, and perform quality checks on documents prepared within work team.
• Use sound judgment to research and resolve problems that inhibit processing.
• Place Outbound administration follow-up calls. Support Inbound call center overflow calls as scheduled or as needed to support volume spikes ensuring service level agreements are achieved.
• Support and respond to team Inbox.
• All tasks must adhere to department quality standards and be completed within service level obligations.Qualifications:
  • Strong data entry skills which include speed and accuracy.
  • Ability to navigate multiple windows-based systems simultaneously.
  • Excellent communication skills both verbally and written.
  • PC skills, including working knowledge of Microsoft Word and reading and creating Excel spreadsheets.
  • Good problem-solving skills and attention to detail with the ability to apply good judgment to situations.
  • Strong customer focus on both internal and external customers.
  • Ability to prioritize, manage time, and rapidly change focus as determined by business need.
  • Ability to work effectively both individually and in a team environment.
  • Solid work ethic combined with professionalism and a positive 'can-do' attitude.
  • Ability to perform within established department goals including quality assurance (QA).
  • Willingness to suggest new ideas, processes, and procedures.
  • Flexibility to work overtime during peak volumes.
    Vaccination Policy:
    New hire workers, regardless of work location or job responsibilities, must be vaccinated before beginning employment; exceptions considered for medical or religious reasons provided alternative reasonable accommodations do not create an undue hardship on the business.
    
    • Russell Tobin & Associates offers benefits options to our employees after 60 days on assignment.

Keywords: Russell Tobin, St. Paul , Customer Operations Representative, Other , Saint Paul, Minnesota