TSI Client Service Specialist II (SET) in Centris, United States
Client Service Specialist II (SET)
Location:Centris, Quezon City, Philippines
TSI, is a leading supplier of specialized business process outsourcing (BPO) services that are delivered in our call centers through a diverse workforce across North America supporting clients in multiple vertical markets comprised of banks, energy and utility companies, health care providers, universities, and government organizations. We support the entire customer lifecycle that includes customer acquisition, full loan servicing, delinquency management, and collections utilizing a combination of voice, chat, email, SMS, and interactive voice messaging channels. As a result, employees enjoy the opportunity to grow, develop and build long-term careers in exciting industries, supporting the best brands in business, all while earning tenure with a specialty BPO leader. TSI represents a new company name, but one with over 40 years of experience and success serving these markets.
Acts as a liaison between clients/law firms as well as other TSI departments to handle requests, inquiries, and problems.
Act as a liaison between the client/firm and TSI departments to help ensure that goals are met.
Identify client needs to provide solutions.
Maintain daily telephone contact with assigned clients/firms and/or TSI Sales department representatives to ensure appropriate information is provided for the specific needs of each client.
When requested, receive incoming and place outgoing calls to Clients to obtain required information by Operations Division and to resolve any issues and concerns. Phone communication up to 90% of time.
Responsible for handling and responding to daily client/firm requests, inquiries, and problems via telephone, email, fax, mail and in-person.
When requested, generate fees and up-sell wherever possible.
Produce reports as requested by client/firm by assisting in the creation of the reports.
Dependent upon position, demonstrate ability and willingness to learn new computer platform/systems.
When requested, maintain and update CRS system with information regarding suits and countersuits.
Maintain productivity goals and metrics.
Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.
Knowledge, understanding, and compliance with TSI policies and procedures.
Follow up in a timely manner to ensure customer satisfaction.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
Perform other duties as assigned by management.
High School Diploma or General Educational Development (GED) certificate or equivalent relevant work experience desired.
Previous legal experience preferred.
Proficient personal computer skills, including Microsoft Office. Dependent upon position, proficiency in CRS preferred.
Excellent interpersonal, written, and oral communication skills.
Ability to maintain the highest level of confidentiality.
Ability to work in a team fostered environment.
Ability to work in a multi-tasked environment.
Ability to prioritize and organize work.
Ability to adapt to a flexible schedule.
Ability to lift and/or move 20 pounds with or without accommodation.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status and any other basis protected by federal, state, or local laws.