Bilingual Customer Experience Specialist

TEKsystems; Phoenix (AZ); Hybrid; USD 33,000 - 34,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

PTO/Time Off

Job summary

TEKsystems in Phoenix, AZ is seeking a service-focused professional to work in a call center environment. You will handle incoming emails and calls for plan sponsors, resolving issues per policy and escalating to managers when needed.

Cross-functional collaboration will be essential to deliver quick, accurate resolutions. Responsibilities include servicing a book of business, managing client expectations, and documenting updates.

Qualifications

• Strong customer service and administrative skills.
• Ability to problem solve and critically think.
• Strong attention to detail.
• Call center experience preferred.
• Financial services experience preferred.
• Bilingual Spanish preferred.

Responsibilities

• Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.
• Help manage client expectations to avoid any disconnects with process and timing standards.
• Collaborate across all internal teams in order to resolve any client issues
• Identify and resolve system tickets at point of initial contact
• Share data-driven insights with our product teams to improve our platform and planning roadmap.
• Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.
• Conducting appropriate and timely follow up to ensure the highest level of service.
• Creating tickets and providing follow-up as required.
• Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.
• Posting interaction within our tooling to document updates to client accounts.

Skills

Customer service

Problem solving

Attention to detail

Call center experience

Financial services

Bilingual Spanish

Job description

TEKsystems in Phoenix, AZ is seeking a service-focused professional to work in a call center environment. You will handle incoming emails and calls for plan sponsors, resolving issues per policy and escalating to managers when needed.

Cross-functional collaboration will be essential to deliver quick, accurate resolutions. Responsibilities include servicing a book of business, managing client expectations, and documenting updates.