Contact representative job description
Updated March 14, 2024
8 min read
A contact representative is mainly responsible for answering queries via several communication channels. Mostly working within agencies that have to do with benefits, taxes, and pensions, they tend to answer questions and issues having to do with legal and financial matters.
Find better candidates in less time
Post a job on Zippia and take the best from over 7 million monthly job seekers.
Example contact representative requirements on a job description
Contact representative requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in contact representative job postings.
Sample contact representative requirements
- High school diploma or equivalent.
- Proficient in Microsoft Office Suite.
- Able to type 40 words per minute.
- 1+ year of customer service experience.
- Exceptional problem-solving skills.
Sample required contact representative soft skills
- Excellent communication and interpersonal skills.
- Friendly and professional phone demeanor.
- Highly organized and detail-oriented.
- Able to multi-task in a fast-paced environment.
- Strong customer service orientation.
Contact representative job description example 1
Baldwin Risk Partners contact representative job description
LeaseTrack is looking for an experienced Customer Service Representative (Client Contact Representative) to assist in our growing business. The ideal candidate is fun-loving, hard-working, and loves to help people. This is a fantastic opportunity to get involved from the ground up at a rapidly growing enterprise business.
LeaseTrack:
LeaseTrack partners with the nation's largest operators and insurers of single- and multi-family apartment portfolios and manages their renters' insurance compliance programs. Baldwin Risk Partners is our parent company.
We are looking for the best of the best and fully believe in promoting from within.
Your Duties:
Provide a top-notch, exceptional customer service experience from beginning to end First-call resolution: properly address the customer's need the first time they call and eliminate the need for a callback Create, send, and edit new insurance applications for customers Address customers' questions about their insurance requirements, and instruct them on how to fix their insurance documents if necessary Meet and exceed Key Performance Indicators (KPIs) and service level agreements (SLAs) in your daily work Collaborate with other teams to ensure first-call resolution and a seamless customer experience Schedule follow-ups on outstanding requirements for customers
Requirements:
Experience in a call center setting Strong written and verbal communication skills Strong interpersonal skills Creative problem-solving approach and strong analytical skills Background in financial services or insurance a plus Fluency in Spanish a plus
Perks:
Competitive compensation; Health, Dental, Vision and Life Insurance, Health Savings Account, and 401K and man other benefits 3 work from home days per month after 60 days of employment A great atmosphere with a positive workplace culture Flexible PTO and Time Off Opportunities for paid training, mentorship, and coaching from leadership Inclusive workplace culture
#LI-CD1 #LI-Hybrid
Click here for some insight into our culture!
LeaseTrack:
LeaseTrack partners with the nation's largest operators and insurers of single- and multi-family apartment portfolios and manages their renters' insurance compliance programs. Baldwin Risk Partners is our parent company.
We are looking for the best of the best and fully believe in promoting from within.
Your Duties:
Provide a top-notch, exceptional customer service experience from beginning to end First-call resolution: properly address the customer's need the first time they call and eliminate the need for a callback Create, send, and edit new insurance applications for customers Address customers' questions about their insurance requirements, and instruct them on how to fix their insurance documents if necessary Meet and exceed Key Performance Indicators (KPIs) and service level agreements (SLAs) in your daily work Collaborate with other teams to ensure first-call resolution and a seamless customer experience Schedule follow-ups on outstanding requirements for customers
Requirements:
Experience in a call center setting Strong written and verbal communication skills Strong interpersonal skills Creative problem-solving approach and strong analytical skills Background in financial services or insurance a plus Fluency in Spanish a plus
Perks:
Competitive compensation; Health, Dental, Vision and Life Insurance, Health Savings Account, and 401K and man other benefits 3 work from home days per month after 60 days of employment A great atmosphere with a positive workplace culture Flexible PTO and Time Off Opportunities for paid training, mentorship, and coaching from leadership Inclusive workplace culture
#LI-CD1 #LI-Hybrid
Click here for some insight into our culture!
Post a job for free, promote it for a fee
Contact representative job description example 2
FedEx contact representative job description
Looking for a career in the financial industry? We are hiring immediately! Full-time with benefits!
FedEx Employees Credit Association (est. 1974) is a not-for-profit federal credit union which seeks to be the first-choice provider of financial solutions to FedEx employees, retirees, and their families, enabling our members to secure their financial future and realize their dreams.
FECA has a caring team of employees, deeply invested in the communities it serves. FECA offers competitive compensation and benefits (medical, dental, vision, life, AD&D, short-term disability, EAP, 401k with company match, profit-sharing, discounts on financial products and services, paid vacation and personal days, and paid time for volunteering) as well as extensive professional development opportunities including on-site educational and leadership development programs.
With half a billion dollars in assets and more than 90,000 members, FECA has branches in Memphis, TN; Los Angeles, CA; Indianapolis, IN; Pittsburgh, PA; Harrison, AR; and Fort Worth, TX. FECA's corporate offices are in Memphis, TN. For more information, visit fecca.com.
Title: Contact Center Representative (Call Center)
Reports To: Supervisors and Assistant Vice President, Member Services
Schedule: Various between 7:30 a.m. - 5:30 p.m., Monday - Friday
Location: Nonconnah
FLSA Status: Non-Exempt
Responsibilities
Normal Duties and Responsibilities:
1. Provide assistance with membership eligibility requirements, account inquiries and requests, servicing for credit debit cards, loan payments and other member needs.
2. Identify cross sell opportunities for new and existing members with services and products that best matches the members' needs and qualifications.
3. Utilizing a "member centric" approach, determine individual member's financial needs and recommend the appropriate products and services in order to improve the member's financial lives.
4. Effectively answer questions by listening, collecting data, securing answers and reporting results in order to assist members in solving accounts related issues.
5. Assist with Live Chat, as needed.
6. Participate in and contribute to FedEx Employees Credit Association's Bank Secrecy Act compliance.
7. Maintain an excellent understanding and commitment to the Quality Assurance Program and FedEx Employees Credit Association's products and services.
8. Encourage team work within the organization by supporting each other.
9. Follow our internal CARE Standards for service as it relates to members and co-workers.
10. Perform all other duties and responsibilities as assigned.
Qualifications
1. Some college preferred.
2. Experience in a Contact Center or financial institution a plus.
3. Demonstrated ability to investigate and solve complex problems.
4. Must be accurate, detailed oriented, organized and possess excellent time management skills.
5. Strong interpersonal, verbal and written communication skills along with basic math skills.
6. Proficiency in Microsoft Office programs to include but not limited to Outlook, Word and Excel
FedEx Employees Credit Association (est. 1974) is a not-for-profit federal credit union which seeks to be the first-choice provider of financial solutions to FedEx employees, retirees, and their families, enabling our members to secure their financial future and realize their dreams.
FECA has a caring team of employees, deeply invested in the communities it serves. FECA offers competitive compensation and benefits (medical, dental, vision, life, AD&D, short-term disability, EAP, 401k with company match, profit-sharing, discounts on financial products and services, paid vacation and personal days, and paid time for volunteering) as well as extensive professional development opportunities including on-site educational and leadership development programs.
With half a billion dollars in assets and more than 90,000 members, FECA has branches in Memphis, TN; Los Angeles, CA; Indianapolis, IN; Pittsburgh, PA; Harrison, AR; and Fort Worth, TX. FECA's corporate offices are in Memphis, TN. For more information, visit fecca.com.
Title: Contact Center Representative (Call Center)
Reports To: Supervisors and Assistant Vice President, Member Services
Schedule: Various between 7:30 a.m. - 5:30 p.m., Monday - Friday
Location: Nonconnah
FLSA Status: Non-Exempt
Responsibilities
Normal Duties and Responsibilities:
1. Provide assistance with membership eligibility requirements, account inquiries and requests, servicing for credit debit cards, loan payments and other member needs.
2. Identify cross sell opportunities for new and existing members with services and products that best matches the members' needs and qualifications.
3. Utilizing a "member centric" approach, determine individual member's financial needs and recommend the appropriate products and services in order to improve the member's financial lives.
4. Effectively answer questions by listening, collecting data, securing answers and reporting results in order to assist members in solving accounts related issues.
5. Assist with Live Chat, as needed.
6. Participate in and contribute to FedEx Employees Credit Association's Bank Secrecy Act compliance.
7. Maintain an excellent understanding and commitment to the Quality Assurance Program and FedEx Employees Credit Association's products and services.
8. Encourage team work within the organization by supporting each other.
9. Follow our internal CARE Standards for service as it relates to members and co-workers.
10. Perform all other duties and responsibilities as assigned.
Qualifications
1. Some college preferred.
2. Experience in a Contact Center or financial institution a plus.
3. Demonstrated ability to investigate and solve complex problems.
4. Must be accurate, detailed oriented, organized and possess excellent time management skills.
5. Strong interpersonal, verbal and written communication skills along with basic math skills.
6. Proficiency in Microsoft Office programs to include but not limited to Outlook, Word and Excel
Dealing with hard-to-fill positions? Let us help.
Contact representative job description example 3
Flagstar Bank contact representative job description
Contact Center Representative - Mortgage Servicing - Troy, MI Headquarters (Hybrid) or Work from home United States
The Customer Service Representative (“CSR”) will be responsible for answering inbound telephone calls from lending customers regarding questions and issues on their loans (e.g. payment information, online support, payment options, document questions). Through the course of these conversations, the CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services.
Job Responsibilities:
Customer Service
Handle general customer inquiries upon completion of new hire training Handle up to six additional call types such as, Escrow, Tax, Payoff, PMI, Heloc, Consumer, upon completion of additional call type training Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers Perform and explain interest and product-related calculations Escalate issues to management and/or second levels appropriately Document case details in a thorough, accurate manner Capture complaint and Voice of the Customer feedback Document and perform customer account maintenance Meet and exceed customer satisfaction expectations
Sales
Provide customers with information and education about basic products and services to generate additional revenue and/or increase Flagstar's value proposition to customer Create sales referrals that include detailed prospect and product information Answer questions and overcome customer objections in order to close sales opportunities
Operations/Training
Maintain familiarity with systems and applications in order to research inquiries Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers Complete new hire as well as required soft skills and additional call type training classes Complete all required eLearning classes Actively participate in monthly performance meetings; meet or exceed all performance metrics.Recognize and communicate the need for potential additions and/or modifications to current policies and procedures Perform additional responsibilities as assigned by management Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
HS Diploma, GED or Foreign Equivalent1 year customer service, mortgage industry, or call center experience Mortgage experience preferred Sales experience preferred Excellent verbal and written communication skills, as well as strong listening skills.Must have good telephone technique with well-developed customer service skills.Exceptional analytical and problem solving skills and an ability to think quickly under pressure.Demonstrated ability to look for ways to improve and promote quality.Ability and willingness to work in a team environment.Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.Ability and willingness to work the varying shifts including evenings and weekends.Call Center Hours of Operation: Mon-Friday 7:30 AM to 8:00 PM EST. Alternating Saturdays from 7:30 AM to 4:00 PM EST.
This position requires a 4 week commitment to training that begins on Monday, December 6, 2022. Alternating Saturday shifts required. (7:30 AM EST to 4:00 PM EST) If you work on Saturday, you will have a day off the following week.
Please note Mon- Friday shift times below:
9:00 am - 5:30 pm EST
10:30 am - 7:00 pm EST
11:00 am - 7:30 pm EST
11:30 am - 8:00 pm EST
This position will report to the Troy, MI Headquarters on a hybrid schedule or has the ability to work remotely if you reside more than 50 miles from the Troy, MI Headquarters.
Internal Use Only - Job Band - K Hourly
The Customer Service Representative (“CSR”) will be responsible for answering inbound telephone calls from lending customers regarding questions and issues on their loans (e.g. payment information, online support, payment options, document questions). Through the course of these conversations, the CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services.
Job Responsibilities:
Customer Service
Handle general customer inquiries upon completion of new hire training Handle up to six additional call types such as, Escrow, Tax, Payoff, PMI, Heloc, Consumer, upon completion of additional call type training Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers Perform and explain interest and product-related calculations Escalate issues to management and/or second levels appropriately Document case details in a thorough, accurate manner Capture complaint and Voice of the Customer feedback Document and perform customer account maintenance Meet and exceed customer satisfaction expectations
Sales
Provide customers with information and education about basic products and services to generate additional revenue and/or increase Flagstar's value proposition to customer Create sales referrals that include detailed prospect and product information Answer questions and overcome customer objections in order to close sales opportunities
Operations/Training
Maintain familiarity with systems and applications in order to research inquiries Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers Complete new hire as well as required soft skills and additional call type training classes Complete all required eLearning classes Actively participate in monthly performance meetings; meet or exceed all performance metrics.Recognize and communicate the need for potential additions and/or modifications to current policies and procedures Perform additional responsibilities as assigned by management Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
HS Diploma, GED or Foreign Equivalent1 year customer service, mortgage industry, or call center experience Mortgage experience preferred Sales experience preferred Excellent verbal and written communication skills, as well as strong listening skills.Must have good telephone technique with well-developed customer service skills.Exceptional analytical and problem solving skills and an ability to think quickly under pressure.Demonstrated ability to look for ways to improve and promote quality.Ability and willingness to work in a team environment.Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.Ability and willingness to work the varying shifts including evenings and weekends.Call Center Hours of Operation: Mon-Friday 7:30 AM to 8:00 PM EST. Alternating Saturdays from 7:30 AM to 4:00 PM EST.
This position requires a 4 week commitment to training that begins on Monday, December 6, 2022. Alternating Saturday shifts required. (7:30 AM EST to 4:00 PM EST) If you work on Saturday, you will have a day off the following week.
Please note Mon- Friday shift times below:
9:00 am - 5:30 pm EST
10:30 am - 7:00 pm EST
11:00 am - 7:30 pm EST
11:30 am - 8:00 pm EST
This position will report to the Troy, MI Headquarters on a hybrid schedule or has the ability to work remotely if you reside more than 50 miles from the Troy, MI Headquarters.
Internal Use Only - Job Band - K Hourly
Start connecting with qualified job seekers
Resources for employers posting contact representative jobs
Average cost of hiring
Recruitment statistics
How to write a job description
Examples of work conditions
Contact representative job description FAQs
Ready to start hiring?
Updated March 14, 2024
Updated March 14, 2024