Job Description

ACTING AS AN AGENT ON BEHALF OF OUR FINANCIAL INSTITUTION CLIENTS, THE CREDIT UNION PRODUCT SUPPORT REPRESENTATIVES ASSIST CUSTOMERS WITH A WIDE RANGE OF SOFTWARE PRODUCTS.

MINIMUM QUALIFICATIONS

• Ability to work 1pm to 10 pm including weekends (they will have 2 days a week off which will be scheduled after training).
• Computer experience (ability to navigate basic computer functions and familiarity with Windows products (outlook and Teams).
• Customer Service Experience (Call Center Experience is a MAJOR bonus)
• Ability to work from home- Access to High Speed Internet and a quiet work space during shift hours. (LAPTOP, MONITOR, AND HEADSET PROVIDED)

PREFERRED QUALIFICATIONS

• EXPERIENCE WORKING IN A FINANCIAL INSTITUTION SUCH AS A BANK OR CREDIT UNION.
• EXPERIENCE WORKING IN A CALL CENTER ENVIRONMENT OR TECHNICAL SUPPORT FIELD.
• BACHELOR’S DEGREE (OR WORKING TOWARD) IN BUSINESS OR IT RELATED FIELD.
• CANDIDATES THAT ARE BILINGUAL ARE PREFERRED, BUT NOT REQUIRED.

ESSENTIAL FUNCTIONS

• PROVIDES PRODUCT SUPPORT FOR CUSTOMER INQUIRIES RECEIVED VIA THE TELEPHONE, INTERNET, INSTANT MESSAGE, EMAIL, OR SELF-SERVICE SYSTEMS. 
• ASSESSES NATURE OF QUESTION OR ISSUE AND RESOLVES IN A TIMELY MANNER.  QUESTIONS AND ISSUES WILL VARY DEPENDING ON THE PRODUCT SUPPORTED.
• ASSISTS CUSTOMERS WITH NEW ACCOUNT SET UP, AND PERFORMS MAINTENANCE FOR EXISTING ACCOUNTS.  ASSISTS CUSTOMERS IN VALIDATING ACCURACY OF ACCOUNT DATA.
• ASSURES SYSTEM SECURITY BY VERIFYING CUSTOMER INFORMATION PRIOR TO PERFORMING ANY MODIFICATIONS OR RESETS, ACCORDING TO THE COMPANY’S STANDARD SECURITY REQUIREMENTS.
• THOROUGHLY DOCUMENTS ISSUES AND RESOLUTIONS, PER CORPORATE STANDARDS.  MAY FORWARD PRODUCT ISSUES TO DEVELOPMENT. 
• COMMUNICATES THE CUSTOMER’S NEEDS/EXPECTATIONS TO THE APPROPRIATE PERSONNEL.  FOLLOWS ESCALATION PROCEDURES TO ENSURE COMPLEX SUPPORT ISSUES ARE RESOLVED. 
• CONSULTS WITH SENIOR PEERS ON MORE COMPLEX ISSUES TO INCREASE PRODUCT KNOWLEDGE.

EQUAL EMPLOYMENT OPPORTUNITY

Company Description

RPC Company is a Nationwide staffing firm, located in Dallas, TX, Fort Worth, TX, Springfield, MO, Tucson/Phoenix, AZ & Denver, CO. RPC was founded in 2002 as a firm that combines a hands-on approach with industry expertise and national reach. We are a Veteran Owned Small Business; MBE, Texas HUB Certified staffing company; a proud member of the Association of the United States Army & American Staffing Association; one of Dallas Business Journal’s Top Hispanic Owned Companies; an INC. 5000 America’s Fastest-Growing Private Company; a four time winner of Clearly Rated Best of Staffing award; and one of Forbes’ America’s Best Professional Recruiting Firms.