Knoxville, TN location: Must be able to commute to 1225 East Weisgarber Rd Suite N-310, Knoxville, TN 37909Customer Service - Financial Service Representative - Full-time Schedules - Evenings and Saturday or Sunday Required!Smoking Policy: Our Knoxvillecampus is smoke free. No smoking is allowed on the property, including in your car while parked on the property.Compensation: $17.00 an hour, plus (evening, weekend, holiday) Shift Differentials of +$2-$5 an hour! Bi-Lingual (Spanish) Shift Differential of +$1.00/an hour for those that qualify.Hours: Our contact center is open 24 hours a day 7 days a week - more hours to serve our client's needs creates a variety of schedule options for our staff based on our business needs.Potential for REMOTE WORK OPPORTUNITY after initial in-office training and meeting performance expectations. A minimum of 12 weeks in office is required before being eligible to work from home. MUST have a dedicated distraction-free workspace and high-speed internet of 50 mbps or greater with a static IP address (Cellular Internet Providers do not qualify). If approved to work from home, LSI will provide ALL computer and phone equipment.DESCRIPTIONIn this exciting, fast-paced position, you will be responsible for providing remarkable customer service on behalf of Credit Unions/Banks nationwide by handling primarily inbound calls, as well as occasionally returning messages left by members/customers requesting a call back.Summary:Service banking transactions on behalf of a credit union or bank by accessing sensitive information and completing the transaction in the various computer platforms. You will be responsible for protecting the account by ID verifying every caller (fraud prevention) along with answering and resolving a lengthy list of banking inquiries (not all inclusive): view and reconcile account and loan related inquiries, online banking issues, transfer funds, reorder checks, use third party platforms to resolve various issues (unblock debit cards, submit loan payments), view and explain why funds are on hold, and provide loan and deposit rates. AFinancial Service Representative answers back-to-back calls and typically handles 10-12 calls per hour. You will also provide Product and Service Education to members/customers, as it relates to our Clients and have the opportunity to learn additional skills by cross-training within or outside of your department based on performance and/or business need.Competencies:Language Skills: Ability to read, write, and comprehend complex instructions in an accurate and timely manner.Mathematical Skills: Ability to accurately add, subtract, divide, and multiply to provide callers with accurate account data.Computer Skills: Type approximately 40 net words per minute and have the ability to troubleshoot basic computer issues.Physical Demands/Work Environment: While multi-tasking (reading, typing, and listening) the employee is regularly required to sit for an extended time, use a keyboard, and talk to callers via a hands-free headset. The noise level in the contact center is usually moderate, but at times there could be 100 employees on interactions. If working remotely, the noise level is minimal.Essential Job Functions/Qualifications
Experience with general banking knowledge/terminology and banking platforms (mobile, online banking) preferred
Proficient typing, listening, computer, and reading skills
Exceptional attendance record - ability to work scheduled days/evenings, Saturday or Sunday and some Holidays
Quickly and efficiently navigate through several computer programs simultaneously while accurately documenting interaction details
Excellent problem-solving skills with the ability to multi-task
Ability to effectively handle and diffuse challenging situations based on reason for call and temperament of the caller
Abil ty to manage and control emotions and stress while maintaining excellent customer service on all interactions
Professional and upbeat attitude that thrives in a fast-paced environment
Desire and ability to provide excellent customer service on every interaction
Ability to meet the following metrics (not all inclusive): Monthly average talk time 7 minutes or less, Monthly average less than 12 minutes on chats, 98.5% or higher in-production status's, Monthly average wrap up time 40 seconds or less, and Monthly average Quality Review score 85% or higher
EDUCATIONHigh school/GED or better (minimum)OUR BENEFITS INCLUDE:
Paid Training
Shift Differentials ($2-$5 an hour) for hours worked in the evenings, weekends and observed holidays
Relaxed dress environment
Generous Paid Time Off - rest and relaxation!
Year-round employee appreciation events and online recognition award program - you are awesome!
Free Coffee at all LSI facility locations
Medical, Dental and Vision Insurance for Full and Part-time employees (+20 hrs/wk)
Life and Disability Insurance
Pet Insurance
Paid Volunteer Time Off - give back to your community!
Educational Assistance and Employee-Assistance-Program
401k match
Growth opportunities - 90% of leadership positions are filled from within!
Apply ONLINE at www.myLSIcareers.com{rel="noopener" target="blank"}!Applicants, as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants, as well as employees are encouraged to contact the Human Resources Department to initiate the interactive process if a reasonable accommodation is needed to perform the essential job functions of the position.Accommodation Requests will be reviewed and approved or declined on a case-by-case basis.
