Call Center Representative
TEKsystems, Troy, MI, United States
Our Opportunity
We are seeking a Contact Center Representative to deliver exceptional member service within a small, relationship‑focused contact center environment. This role supports members through phone and digital channels, making banking easy by providing timely, accurate, and personable service.
Core Responsibilities
Serve as a professional, trusted point of contact for members via:
Inbound and outbound phone calls
Email
Online and digital banking platforms
IVR and mobile banking channels
Deliver prompt, courteous, and accurate responses in alignment with service standards and member service promises.
Identify opportunities to deepen member relationships by recommending appropriate products and services based on short and long‑term financial needs.
Educate members on product features, benefits, and digital tools.
Process transactions, update account information, and document interactions accurately in the core system.
Research member concerns and collaborate with internal partners to resolve issues efficiently.
Assist with departmental administrative duties such as scanning, faxes, and daily reports.
Support escalated member interactions when needed (senior‑level experience preferred).
Comply with all policies, procedures, and regulatory requirements, including:
Bank Secrecy Act (BSA)
USA PATRIOT Act
Office of Foreign Assets Control (OFAC)
Work Schedule & Environment
Primary Schedule: Monday‑Friday, 9:00 AM‑5:30 PM
Weekend Rotation: Saturdays 9:00 AM‑1:00 PM every 3 weeks (approximately 1‑2 Saturdays per month)
Overtime: Not typical; this is a salaried role with flexibility to manage time in coordination with leadership.
Hybrid Option: After 4‑6 months, eligible employees may transition to a hybrid work model.
Team Size: Small contact center (approximately 8‑10 team members).
Culture: Relationship‑driven, collaborative, service‑oriented, and professional.
Required Skills & Qualifications
High School Diploma or GED.
6‑12 months of related call center or customer service experience (financial services preferred).
Strong customer service skills with the ability to handle difficult or sensitive member interactions.
Experience handling inbound and outbound calls, email communication, digital or live chat support.
Comfort with upselling and consultative conversations (required).
Strong verbal and written communication skills.
Ability to multitask across multiple systems.
Basic math skills and calculator proficiency.
Proficiency with Microsoft Word, Excel, and Outlook.
Demonstrated trustworthiness and ability to be bonded.
Senior‑Level Expectations (2‑5 years experience):
Ability to assist with escalated calls.
Exposure to relationship‑based service or sales models.
Coaching, mentoring, or informal leadership experience preferred.
Nice to Have:
Background in financial services (credit union, bank, or similar).
Video Teller experience.
Strong retail customer service experience in a call center environment.
Experience with organizations blending high service expectations and sales volume (e.g., auto finance, mortgage, or financial services).
Familiarity with consultative or relationship‑based sales approaches.
What We’re Looking For
Experience limited to large, highly regulated call centers focused strictly on trans‑action work, scripted calls, and scorecard‑only metrics.
No exposure to sales or upselling.
No exposure to relationship‑building.
No coaching, leadership, or escalation handling.
Why This Role?
Small, supportive team environment.
Emphasis on quality service and relationships, not call volume.
Opportunity to grow within a financial services setting.
Hybrid work option after initial onboarding period.
Stable, predictable weekday schedule with limited weekend rotation.
Job Type & Location Permanent position based out of Troy, MI.
Pay and Benefits Pay range: $39,520.00 – $41,600.00 per year.
Benefits include:
Competitive base compensation with eligibility for performance‑based incentives.
Paid Time Off (PTO) and 13 paid company holidays per year.
Wellness & volunteer time.
Health insurance coverage – multiple low deductible medical plans, plus dental and vision coverage.
Employer‑paid life insurance and short‑and long‑term disability coverage.
Flexible Spending Accounts (FSAs) for medical and dependent care.
Education assistance – tuition reimbursement and student loan repayment support.
Retirement benefits: 401(k) plan with up to 4% company match plus additional 4% profit‑sharing contribution.
Employee Assistance Program (EAP).
Equal Opportunity Statement The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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We are seeking a Contact Center Representative to deliver exceptional member service within a small, relationship‑focused contact center environment. This role supports members through phone and digital channels, making banking easy by providing timely, accurate, and personable service.
Core Responsibilities
Serve as a professional, trusted point of contact for members via:
Inbound and outbound phone calls
Online and digital banking platforms
IVR and mobile banking channels
Deliver prompt, courteous, and accurate responses in alignment with service standards and member service promises.
Identify opportunities to deepen member relationships by recommending appropriate products and services based on short and long‑term financial needs.
Educate members on product features, benefits, and digital tools.
Process transactions, update account information, and document interactions accurately in the core system.
Research member concerns and collaborate with internal partners to resolve issues efficiently.
Assist with departmental administrative duties such as scanning, faxes, and daily reports.
Support escalated member interactions when needed (senior‑level experience preferred).
Comply with all policies, procedures, and regulatory requirements, including:
Bank Secrecy Act (BSA)
USA PATRIOT Act
Office of Foreign Assets Control (OFAC)
Work Schedule & Environment
Primary Schedule: Monday‑Friday, 9:00 AM‑5:30 PM
Weekend Rotation: Saturdays 9:00 AM‑1:00 PM every 3 weeks (approximately 1‑2 Saturdays per month)
Overtime: Not typical; this is a salaried role with flexibility to manage time in coordination with leadership.
Hybrid Option: After 4‑6 months, eligible employees may transition to a hybrid work model.
Team Size: Small contact center (approximately 8‑10 team members).
Culture: Relationship‑driven, collaborative, service‑oriented, and professional.
Required Skills & Qualifications
High School Diploma or GED.
6‑12 months of related call center or customer service experience (financial services preferred).
Strong customer service skills with the ability to handle difficult or sensitive member interactions.
Experience handling inbound and outbound calls, email communication, digital or live chat support.
Comfort with upselling and consultative conversations (required).
Strong verbal and written communication skills.
Ability to multitask across multiple systems.
Basic math skills and calculator proficiency.
Proficiency with Microsoft Word, Excel, and Outlook.
Demonstrated trustworthiness and ability to be bonded.
Senior‑Level Expectations (2‑5 years experience):
Ability to assist with escalated calls.
Exposure to relationship‑based service or sales models.
Coaching, mentoring, or informal leadership experience preferred.
Nice to Have:
Background in financial services (credit union, bank, or similar).
Video Teller experience.
Strong retail customer service experience in a call center environment.
Experience with organizations blending high service expectations and sales volume (e.g., auto finance, mortgage, or financial services).
Familiarity with consultative or relationship‑based sales approaches.
What We’re Looking For
Experience limited to large, highly regulated call centers focused strictly on trans‑action work, scripted calls, and scorecard‑only metrics.
No exposure to sales or upselling.
No exposure to relationship‑building.
No coaching, leadership, or escalation handling.
Why This Role?
Small, supportive team environment.
Emphasis on quality service and relationships, not call volume.
Opportunity to grow within a financial services setting.
Hybrid work option after initial onboarding period.
Stable, predictable weekday schedule with limited weekend rotation.
Job Type & Location Permanent position based out of Troy, MI.
Pay and Benefits Pay range: $39,520.00 – $41,600.00 per year.
Benefits include:
Competitive base compensation with eligibility for performance‑based incentives.
Paid Time Off (PTO) and 13 paid company holidays per year.
Wellness & volunteer time.
Health insurance coverage – multiple low deductible medical plans, plus dental and vision coverage.
Employer‑paid life insurance and short‑and long‑term disability coverage.
Flexible Spending Accounts (FSAs) for medical and dependent care.
Education assistance – tuition reimbursement and student loan repayment support.
Retirement benefits: 401(k) plan with up to 4% company match plus additional 4% profit‑sharing contribution.
Employee Assistance Program (EAP).
Equal Opportunity Statement The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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