AGENT, CSR

Qualfon

Qualfon is hiring Customer Service Representatives to field inbound communication from our client’s members regarding their banking needs. The focus of this position is to provide outstanding support to existing members by identifying their needs and providing solutions.  Products include but are not limited to checking and savings accounts, credit cards, and auto or personal loans. 

Our Mission

• Dialog Direct, a Qualfon company, is on a mission to help as many individuals as possible pursue their total vocation, create and an ever-growing number of career development opportunities, and be the partner of choice for all our clients.
• Further your education and earn a college degree through our Qualfon University scholarship program
• FREE access to personal and professional support through the Qualfon Care Coaches’ program
• Medical, dental benefits, vision, and life & accident insurance for full-time employees
• Competitive wages
• Opportunities to earn additional income through incentives
• Paid time off
• Onsite gym and cafeteria
• We lead by example to ensure our amazing team members and supervisors embrace and live the Qualfon Mission & Values
• Qualfon/Dialog Direct is dedicated to ensuring all team members have Fun@Work!

What you will be doing

• In this position, you will field inbound communication (phone, email, chat, social media, etc) from our client’s members regarding their banking needs.
• Tasks include but are not limited to; handle inquiries related to active credit card accounts, assist with monetary transactions, non-monetary and maintenance transactions, assist with cases of fraudulent credit card activity, address queries, complete transactions, and perform maintenance for various account types, including checking accounts, savings accounts, and certificates of deposits, provide information regarding consumer loan applications, etc. 
• Begin by thoroughly understanding the customer's need. This may involve asking clarifying questions to gather more information.
• Utilize resources and systems to conduct research and present the customer with a resolution.
• Adhere to performance metrics and quality standards

Required Skills

• Minimum 1 year of customer service experience required
• 1 year of call center experience is strongly preferred
• 1 year of banking or financial services experience strongly preferred
• High School diploma or GED required; college degree preferred
• Ability to work onsite in Highland Park and meet attendance requirements
• Veterans and their family members are encouraged to apply
• Strong written and verbal communication skills
• Professional, articulate voice and listening skills
• Maintain customer privacy
• Internet & research skills: ability to research and quickly become an expert in a variety of subjects.
• Computer savvy and can resolve minor technical issues with minimal assistance
• Typing 25 words per minute with 90% accuracy
• Ability to critically think through situations and solutions
• Enjoy working in a fast-paced, and at times, hectic environment while maintaining a professional attitude
• Self-motivated and able to work independently and adhere to assigned schedule with minimal assistance
• At ease with multi-tasking in several computer applications at once while holding a conversation with a customer

QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.