Department: Operations

Job Title: Intake Specialist

FLSA Status: Non-exempt

Location: Remote

POSITION OVERVIEW
As an Intake Specialist, you will interact with potential clients to assess their financial needs and redirect them to the appropriate department or best solution. In addition, you will be assisting to support customer service and customer sales interaction and ensure a best-in-class customer experience.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first call resolution through problems solving and effective call handling.
• Lead fact-finding discussions to determine the best options for the customer.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.
• While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
• The employee will be r required to operate a computer and other office equipment, including a phone daily.

WORK EXPERIENCE/QUALIFICATIONS
Required

• 1-2 years of customer service experience
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow-up on customer issues.
• An aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus
• The ability to thrive in an environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customer service experience.

Preferred:

• Oral and written proficiency or fluency in a second language

EDUCATION
Required:

• High School diploma or equivalent

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• Bereavement leave
• Dependent health insurance coverage
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health savings account
• Opportunities for advancement
• Paid jury duty
• Paid orientation
• Paid training
• Tuition reimbursement
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Rotating weekends
• Weekend availability

Application Question(s):

• Are you able to work on Saturdays when needed?

Experience:

• Customer Service: 2 years (Required)

Work Location: Remote

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