Call Center Representative - Banking

Contract to hire at 20/hr.

Work Schedule: 330pm-12am
Must work 1 weekend day

Act as advocate on behalf of the applicant/customer in order to ensure that a high level of customer service is delivered within the Consumer Unsecured Merchant Financing team. Advocate will be responsible for explaining/offering appropriate service/support solutions and recognizing opportunities to increase customer satisfaction and enhance the customer and partner relationship.

Identify and respond to customer inquiries by actively listening in order to determine their needs. Provide accurate information to customers as it relates to credit decisions based on applications submitted.
Accurately track all calls from applicants/customers and Merchant partner locations utilizing a tracker. All the while identifying and recording all customers’ expressions of dissatisfaction in our system of record.
Ensure daily work is completed according to policies and procedures and adhere to applicable state and federal requirements.
Ensure daily work/follow-up work is completed according to policies and procedures and adhere to applicable state and federal requirements.
Adhere to all Call Quality and Operational standards and expectations
Assist with any additional duties required to meet the business line needs.

Qualifications – Internal

· Be okay to be on camera for meetings and training

· 1-2 years minimum related World class customer service

· Able to organize as well as the capability to manage multiple tasks simultaneously

· Ability to learn and attain new knowledge and new concepts quickly

· Ability to identify and resolve issues efficiently and effectively for customers

· Good verbal/written/interpersonal communications

· Excellent listening and problem solving skills

· Good interpersonal skills with the ability to navigate through difficult situations

· Team player

Description:
Fintech business powered by a national bank. Recognized as a leader in product innovation, Client has created transformational point of sale financing programs for some of the largest retailers in the country. The team is rapidly expanding its merchant relationships across industry verticals and is looking for a strong people to enhance and respond to customers within the support center.
The service advisor will be responsible for answering calls, providing product information, and helping the customer by being informative, empathetic, and eager to quickly solve a customer’s problem. Must be willing to listen, learn, and resolve any customer inquiry that crosses your desk.

Duties and Responsibilities:
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Answer and manage incoming calls
• Ability to memorize, recall, or research answers quickly
• Excellent customer care and focus; ability to assess customers’ needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience
• Ability to learn and follow all customer service procedures and policies
• Strive to meet and go above personal and team targets, goals, and quotas
• Aim for customer resolution
• Record, organize and file customer interactions and profile/account changes

Need to be on Camera during Training and Meetings.