Call Center Representative

6 month contract to hire

Onsite in Cincinnati, OH

Compensation: $20/hr (Opportunity to earn additional bonuses after the training period)

About the role

Our client is seeking a Call Center Representative to support their financial services operations by engaging directly with consumers through inbound and outbound calls generated from a variety of lead sources, including direct response television ads, direct mail, digital campaigns, partnership marketing initiatives, and existing customers. This role focuses on understanding the reason for each customer interaction, addressing questions or needs, and introducing additional products or services as appropriate through consultative conversations. Operating in a fast-paced contact center environment, the representative will balance both sales and service interactions, build rapport with customers, and ensure compliance with regulatory and quality standards. From time to time, Call Center Representatives may also assist with service-related calls to support overall call volume needs. The position requires obtaining a Life and Health Insurance License after hire, with training and support provided. The role is office-based, involves extended computer use, frequent verbal and written communication, and may require variable scheduling, including evenings and select holidays. No travel is required.

Responsibilities

• Engage with consumers on inbound and outbound calls from multiple lead sources, including marketing campaigns, direct response ads, partnership initiatives, and existing customer inquiries, on behalf of our financial services client.
• Serve customers at a high level by identifying their needs and providing accurate information, guidance, and appropriate recommendations.
• Balance both sales-oriented and service-focused conversations based on the purpose of each call.
• Build rapport and trust with customers through thoughtful, needs-based conversations.
• Make product or service recommendations that align with customer needs while supporting business goals.
• Complete applications and customer updates by accurately entering information into electronic systems.
• Follow established call flows, scripts, and consultative processes while maintaining a natural and empathetic tone.
• Handle all calls in accordance with regulatory, compliance, and quality guidelines to ensure accuracy and consistency.
• Support additional call center initiatives or projects as assigned.
• Comply with all company policies, standards, and expectations.
• Assist with service-related calls as needed to support overall call volume.

Qualifications

• Previous sales or insurance experience is not required but highly preferred.
• Prior experience in customer service, call center, retail, hospitality, or fast-paced environments is helpful but not mandatory.
• Strong verbal and written communication skills, including clear grammar and professional language.
• Excellent listening skills with the ability to ask thoughtful questions and respond appropriately.
• Ability to learn new information, processes, and systems quickly through training.
• Strong attention to detail and ability to multitask while navigating multiple systems.
• Comfortable working independently while managing time and performance expectations.
• Willingness and ability to work a variable schedule, including evenings and select company holidays.
• Ability to follow procedures, guidelines, and rules of conduct in a structured call center environment.
• Motivation to perform well in a goal-oriented environment.
• Bilingual English and Spanish skills are a plus but not required.
• Willingness and ability to obtain and maintain required Life and Health Insurance licensing after hire, including multi-state appointments, with training and support provided.
• Ability to perform extended periods of sitting, frequent verbal communication, and continuous use of hands and wrists for computer work.
• Visual acuity to read and interpret electronic and printed materials, and logical thinking to assess customer needs and resolve questions effectively.
• Ability to prepare written correspondence and documentation using standard grammar and formatting.
• Flexibility to work extended hours during peak periods or special initiatives as needed.