Consumer Contact Center Professional I

BCforward is currently seeking a highly motivated Consumer Contact Center Professional I.

Job Title: Consumer Contact Center Professional I

Location: (Farmington Hills, MI)

Duration: Contract - 2 months

Job ID: 407322

Job Description

We are seeking a Consumer Contact Center Professional I to join our team. The ideal candidate will have experience in customer service and call center operations and a proven ability to resolve customer inquiries during first contact while educating customers on bank products and self-service channels.

Responsibilities:

• Handle inbound customer calls in a professional and courteous manner.
• Provide accurate information and explain products and policies in clear terms.
• Resolve customer issues during the call whenever possible and complete timely follow-up when required.
• Address complex inquiries within areas of expertise or escalate per guidelines.
• Educate customers on and convert to self-service and cost-effective channels when appropriate.
• Follow departmental policies and procedures, with strict adherence to customer confidentiality.
• Accurately enter or confirm customer data in systems and complete required request forms.
• Use computer systems for tracking, information gathering, and troubleshooting.
• Recommend process and policy improvements to enhance productivity and satisfaction.
• Perform other assigned duties and pursue ongoing learning of bank products and services.

Required Skills & Qualifications:

• High school diploma or equivalent.
• Proficiency with data entry and basic computer applications.
• Ability to understand and respond to inquiries across one or more product categories.
• Strong customer service skills with clear verbal communication.
• Effective telephone etiquette and call handling.
• Willingness to learn bank products and services.
• Good problem-solving skills.

Preferred Skills:

• Prior customer service or call center experience.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.

BCforward is an equal opportunity employer.