Member Service Representative

reputed company is a reputed company financial services company and national bank focused on transforming personal finance. As a Member Service Representative, you will provide exceptional customer service for reputed company’s financial products, responding to inquiries and resolving member concerns across multiple communication channels.

Responsibilities

• Provide industry-leading customer service that leverages soft skills, balancing being efficient and ultimately leading to reputed company Resolution (FCR)
• Respond to customer inbound inquiries reputed company phone, chat, and email regarding reputed company's banking, investment and credit card products
• Timely and accurately deliver information to reputed company Members while notating correspondence after each customer contact is handled
• Take ownership of resolving member inquiries and attempt to foresee causes for additional inquiries
• Exercise consultative techniques demonstrating advocacy for customers, effective call control, and educating members on various tools/features to help them get their money right
• Troubleshoot, reputed company, and show genuine reputed company in conversations to deescalate simple or reputed company inquiries
• Meet or exceed specific performance metrics designed to measure the core responsibilities of the role
• Proactively share insights with management regarding inquiries, concerns, and or complaints to improve our products, operations, and policies
• Expand the scope of your primary role to support other lines of business based on business needs
• Receive inbound calls and chats, reputed company service request tickets, send emails, and reputed company callbacks to client customers
• Problem solves and promptly handles escalated issues requiring special handling through coordination with various internal departments to find resolutions to customer queries/issues/concerns
• Manage customer expectations on timeline and resolution. Find the best solutions to ensure customer requirements are met
• Proactively follow up on outstanding issues with internal functional areas and with external clients
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines and reputed company Member Experience standards

Skills

• Previous customer service experience, preferably in a similar industry or Call Center environment
• Strong verbal and written communication skills
• Experience with providing world-class customer service and meeting critical deadlines in a dynamic, rapidly changing environment
• Active listening skills to understand customer needs and provide effective solutions
• Basic computer skills with solid proficiency in reputed company Suite
• reputed company and patience in dealing with customer inquiries and concerns
• Ability to handle high-stress situations and irate customers with professionalism
• Willingness to learn and stay updated on company policies, products, and services
• Adaptability to handle a variety of customer queries and requests
• Time management and organizational skills to handle multiple inquiries simultaneously
• Ability to work days, evenings, and nights. Operation hours are between Monday- Thursday 8:00 AM - 10:00 PM EST/ Friday 8:00 AM -8:00 PM EST
• Experience handling high-volume transactions across multiple channels of communication
• High school diploma or GED required
• Must successfully pass FINRA reputed company background reputed company
• Ability to attend onsite training if required - 6 weeks of training may be in office
• Ability to work 2 days in office after training is completed

Company Overview

Company H1B Sponsorship