Customer Support Associates — Financial services

QUALIFICATIONS

• A bachelor’s degree from an accredited college or university preferred
• Prior experience working in customer support or in a call center environment is preferred but not required
• Proficient in written and verbal English; with neutral American accent
• Basic technical skills—able to navigate through smartphone and computer applications
• A critical thinker with good analytical skills and attention to detail
• Effective organization and time management skills
• Able to work well in team-oriented environments
• Has a growth mindset with the desire to keep learning
• Upbeat, positive, kind, and empathetic personality
• Willing to work on a flexible schedule

RESPONSIBILITIES

• Respond and resolve customer concerns in a timely, accurate, and professional manner
• Connect and build rapport with representatives and members by actively listening, asking the right questions and offering solutions, while demonstrating a deep understanding of their concern
• Offer quality customer service on every call to surpass expectations
• Efficiently escalate complex problems to appropriate internal resources
• Document customer interactions to help maintain the client’s internal and external knowledge bases
• Collaborate with coworkers to provide insightful feedback that will improve processes and products
• Perform other tasks as required by the campaign