Careers

Senture is a full-service, 24/7 contact center headquartered in London, Kentucky. The company provides inbound and outbound premium customer care call support and related services (e.g., customer service; help desk; database design and management; interactive website design, development, and hosting; correspondence and e-mail processing; literature fulfillment; and order processing). The company supports federal and state government, as well as commercial accounts. EEO/Vet/Disabled


Below is a list of our current openings. Please select the location nearest you to view opportunities. We also offer work from home positions in several of our locations. Once an application is submitted, a recruiter will reach out to review your background and experience. 


Back to Category List

Available Positions > Job Description

CSR II - Consumer Guide  (Full Time)
Virtual: London, KY, Monticello, KY
Onsite: London, KY, Monticello, KY

Job Summary  The Call Center Representative 2 will be an experienced representative responsible for answering customer’s financial inquiries or complaints against financial institutions. This position will cover phone, e-mail, written correspondence and other contact channels.

Essential Duties and Responsibilities:

 

·            Answer, Review and Document customer inquiries and complaints with professional courtesy, giving exceptional customer service to each customer following KB articles and scripts as appliable. Inbound phone calls, e-mail, written correspondence and future SMS

·            Document each customer’s complaint or inquiry into a database and verify customer’s information. Update client databases for additions, deletions or corrections as necessary.

·            Review documentation to omit all PII data.

·            Scan inbound written correspondence and label each document for processing

·            Talks with coworker or vendors s to research problem and find solution.

·            Mentor less experienced agents, which could include limited coaching and call monitoring responsibilities with Supervisor assisted approval and feedback.

·            Provide input for process improvement

Skills:

           Bilingual a plus

           Active Listening (presence; empathy; tracking the consumer’s story)

           Active Speaking (clear, warm delivery of scripted and unscripted moments)

           Problem Solver (ability to gather, organize, and prioritize consumer information)

Consumer Finance (information navigation; working knowledge in a topic area)

Competencies:

           aptitude for collaborative learning

           active listening

           active speaking and reading

           facility with identifying and solving problems

           empathy

           patience

           ability to deal with ambiguity

           good judgment

           relationship-building skills

           customer service orientation

           composure in the face of difficult conversations

           ability to learn new material quickly

           eagerness to teach others

           detail- and result-orientation

           excellent oral and written communication skills

           a kind, clear, intelligible, and confident speaking voice

Education/Experience:

           at least two years of college education at an accredited institution

           at least two years of experience in customer service

           at least two years of experience working with financial products or services, such as credit cards, mortgages, loans, etc.

           familiarity with the computer systems to the extent required to meet the performance standards

Licenses/Certifications

           A Public Trust clearance must be gained

Mental and Physical Demands and Limitations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.  It requires the ability to sit for extended periods of time. 

Travel: No travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.






Powered by iRecruit.