Customer Experience Specialist-Agent (Voice and Non-Voice Channel)
9 months ago
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place whe..
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
As a Customer Experience Specialist, you’ll represent the account and interact with customers through inbound calls, emails, or live chat and ensure their account, product or service-related inquiries and concerns are addressed in a timely and efficient manner. You use empathy, patience, and passion, coupled with product knowledge to effectively resolve the customers’ needs. Your day will look like:
- Interacting with customers via live chat or email responding to various financial inquiries, concerns, or requests related to direct deposits, withdrawals, money transfer, disputes, funding or setting up an account, and discussing or promoting Account’s banking products and services.
- Explain, advise on and promote
- Current’s bank products and services to customers. ·
- Reviewing and analyzing relevant transactions history and relating the information to the customer in a way that reconciles to their present account balance.
- Correctly refer customer to other support team for any account-specific request or concern such as but not limited to:
- Refund of monthly recurring charge
- Erors when cancelling an account
- Phone number change
- Waiving of fee
- Expediting card request
- Removal of funding sourceo
- Bank statement request
- Account’s name correction
- Downgrade or Re-activation request
- Instant deposit request
- Unsuccessful transaction due to flagged, suspended, or under watchlist account.
- App issue
- Transaction disputes
- Ensuring compliance with all internal controls and established policies and procedures.
- Developing deep technical knowledge and know-how on standard banking operations and procedures in the US and comply with various control and account protection measures.
- Following throughs and ensuring 100% fulfillment of commitment to customer.
- Handling customer and client interaction with due skill, care and professionalism.·
- Demonstrating strong verbal and written communication skills.
- Promoting and demonstrating Acquire’s values internally and externally.
Join the A-Team and experience the A-Life!
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