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Customer Service Representative (CSR)

Systems Integration, Inc.

This is a Full-time position in Dallas, TX posted August 24, 2021.

Systems Integration, Inc.

is hiring Customer Service Representatives (CSR) for the FDIC Contract Call Center located in Landover, MD.

The CSRs will work remotely and follow the instructions of the Contact Center Supervisor.

Acts as first line contact for call resolution.

Independently responds to a wide variety of general and intermediate questions about FDIC, its mission, function, organization, and programs.

Retrieves and analyzes information from a variety of electronic and hard copy sources to provide complete and accurate answers to callers.

May be required to adapt the material to specific situations or select from several methods defined in the material.

Identifies complex or confidential calls and transfers them to the correct FDIC Subject Matter Expert.

Identifies calls for other financial regulatory agencies and provides contact information for those agencies.

Hours of operation are 8:00am
– 6:00pm (ET) Monday through Friday, and 8:00am 1:00pm (ET) on Saturday.

**NOTE** This is a Service Contract Act Wage Determination position that pays an additional $4.54 per hour for Health & Welfare (H&W) benefits, in addition to the base wage rate.

Qualifications: * Associate degree or two years’ experience in a financial industry inbound Contact* Bilingual (English/Spanish) candidates strongly desired.* Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with* Ability to control the pace and flow of the inquiry/request and manage call time* Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive* Ability to listen to and empathize with customers and acknowledge their* Ability to follow protocol and to apply sensitivity and discretion in handling confidential* Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request* Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient* Ability to use the web to search and retrieve* Ability to receive inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers and route them to the appropriate call agent or queue for* For personnel assigned specifically to support TTY callers, ability to effectively respond to inquiries using appropriate **Must be able to obtain a Public Trust Security Clearance prior to starting employment**

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