Job Title : Customer Service Specialist Wire Compliance

Location : Chandler, AZ

Schedule : Hybrid 3 days in-office (typically Tue-Thurs)

Shift : Mon-Fri, 10:30 AM7:00 PM MST (adjusted to 9:30 AM6:00 PM during Daylight Savings)

Duration : 6-month contract with potential for extension

Job Description

In this contingent resource assignment, you will support low-complexity initiatives within the Customer Service function for wire transfers and compliance. The role involves providing information, reviewing tactical issues, and addressing customer needs related to wire transfers. Training will be provided to ensure success, followed by a buddy system for initial call-taking.

Key Responsibilities :

• Participate in or provide support for low-complexity initiatives in Customer Service related to wire transfers.
• Review basic or tactical issues, policies, or procedures for quick resolution, ensuring compliance with defined parameters.
• Handle 40-60 inbound calls per day, with occasional outbound calls, in a call center environment.
• Support inquiries regarding wire fees, wire compliance (USD, FX, domestic, international), case checks for beneficiary (BNF), amending instructions, fraud wire issues, and complaints.
• Collaborate with team members and supervisors to ensure adherence to policies and compliance requirements.
• Utilize judgment within defined parameters and develop a deeper understanding of policies, procedures, and compliance requirements.

Training

• Duration: 46 weeks, depending on system access and process requirements.
• Includes practice scenarios, process learning, and shadowing a buddy for initial calls.
• Gradual progression to handling calls independently with a final assessment to validate understanding.

Qualifications

Required :

• 6+ months of experience in Customer Service, Financial Services, or a Contact Center environment, or equivalent demonstrated through work, training, military experience, or education.

Preferred :

• Experience with wire transfers, compliance, and call center operations.

Details

• Includes 30-minute unpaid lunch and two 15-minute breaks.
• Overtime or Saturday shifts may be required for ORT (Operational Readiness Testing).

Team Overview

The Customer Service team specializes in wire transfer compliance and customer service. The desired experience includes understanding wire transfers and compliance within a call center environment. Calls will typically involve wire-related topics, including USD, FX, domestic, and international transactions

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