Experienced Customer Contact Center Representative – Delivering Exceptional Service and Building Strong Relationships in a Dynamic Financial Services Environment at blithequark

Introduction to blithequark

At blithequark, we are driven by a strong purpose: to fight for everyone's opportunity for a better financial future. We believe that every individual and community deserves access to financial opportunities, and we are committed to supporting them in reaching their goals. Our company culture is built on the values of being bold, committed to action, and intentionally pursuing diversity and inclusion. We strive to create a work environment where our employees feel comfortable bringing their whole selves to work and where everyone can thrive.

Job Overview

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Contact Center Representative. As a key member of our customer service team, you will be responsible for building strong relationships with our customers, educating them on our retirement products and plans, and responding to their inquiries in a professional and courteous manner. If you are passionate about delivering exceptional service and making a difference in people's lives, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Build relationships with customers through inbound calls, educating them on our retirement products and plans, and responding to their inquiries
• Deliver an outstanding customer experience, providing clear and concise information about our products and services
• Assist customers with plan design inquiries, balance transfers, account information, loan requests, and loan payments
• Communicate effectively and confidently with customers, taking ownership of their needs and issues
• Strive for first-call resolution, asking questions to understand customer needs and priorities, and problem-solving in a metric-driven environment
• Perform multiple tasks and navigate multiple systems simultaneously to service customer accounts or troubleshoot issues
• Identify opportunities for process improvements and suggest solutions to enhance our business operations

Essential Qualifications

To be successful in this role, you will need:

• A college degree and at least 1 year of customer service experience, or 3+ years of customer service experience without a college degree (HS Diploma or GED required)
• Experience in the financial services industry is a bonus, but not required
• Strong communication and interpersonal skills, with the ability to engage with customers, build rapport, and handle objections
• Proficiency with basic computer functions, including mouse and keyboard usage, launching applications, and navigating multiple systems
• Strong learning agility, with the ability to adapt to new systems, processes, and technologies
• Availability to work any shift within our Monday through Friday operating hours of 7:30am – 10pm EST

Preferred Qualifications

While not required, the following qualifications are preferred:

• Bilingual skills, with a $3,000 pay differential for eligible candidates
• Previous experience in a call center or customer service environment
• Knowledge of retirement products and plans, such as 401(k), 403(b), 457, and 401(a)

What We Offer

At blithequark, we offer a competitive compensation package, including:

• A monthly incentive program to reward performance
• Generous paid time off, including 20 days PTO, 9 paid holidays, and a flexible Diversity Celebration Day
• Health, dental, vision, and life insurance plans
• 401(k) Savings plan with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer-paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid volunteer time – 40 hours per calendar year

Career Growth and Development

We are committed to the growth and development of our employees, offering:

• Up to eight weeks of paid training to prepare you for success in your role
• Monthly 1:1 coaching sessions with your manager and team lead
• Team huddles and time at the start of your shift to prep for the day
• Learning and development opportunities through continuous training and investments in your career
• Intentional career paths as part of our Destination You career path program

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment, with a culture that values:

• Diversity, equity, and inclusion
• Customer passion and focus
• A winning spirit and commitment to excellence
• Collaboration and teamwork
• Flexibility and work-life balance

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.

Equal Employment Opportunity

blithequark is an equal-opportunity employer, committed to providing equal employment opportunities to all qualified individuals, regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.