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.