Job Title: Client Services Representative

Location: St. Petersburg, FL (Local candidates only ).

Job Duration: 6 months contract

Work Schedule: Hybrid (3 days onsite, 2 days WFH). Onsite days include Wednesdays and Monday or Friday , with a flexible third day.

Hours: 9:00 AM - 6:00 PM ET (1-hour lunch). Must be logged in and ready at 9:00 AM.

Contract: Temporary with potential for extension or conversion (not guaranteed).

Attendance Policy: No more than 2 tardies/unexcused absences within 30 days.

Training: 1-2 weeks, including mock calls and access to internal guides.

Equipment: Laptop provided.

Duties and Responsibilities

Handle 50-60 inbound calls daily (increasing to ~80 during peak times).

Address common client inquiries such as:

Username/password resets.

Updating contact information (address, phone, etc.).

Provide exceptional customer service while adhering to compliance protocols.

Document call activities in the proprietary system during live calls.

Navigate multiple systems using dual monitors .

Use internal resources and guides for scenario resolution.

Coordinate resolutions with appropriate departments to ensure client satisfaction.

Key Responsibilities

Respond to and resolve client inquiries, ensuring compliance with policies and procedures.

Ensure documentation accuracy and adherence to established protocols.

Monitor and evaluate call performance based on quality, accuracy, and compliance.

Skills and Qualifications

Required:

2-3 years of recent customer service experience, preferably in a call center environment.

Typing speed of at least 40 WPM , with the ability to multitask (e.g., typing while on calls).

Proficiency with Microsoft Word, Outlook, and basic Excel .

Familiarity with using dual monitors .

Strong verbal and written communication skills, including proper grammar and spelling.

Preferred:

Experience in the banking or financial services industry .

Education

Minimum: High School Diploma or equivalent.