Customer Care Associate

Essential Job Functions

• Customer Experience  - Answer a variety of inbound customer service calls and emails from customers. Efficiently build a connection with customers through care, empathy, listening, acknowledgement and through providing accurate information. Interact professionally, respectfully, and energetically to mutually resolve customer inquiries through negotiation and education. Recognize when to leverage resources to resolve customer inquiries. Demonstrate ownership and accountability without placing blame.
• Build Relationships  - Serve as a customer advocate to assist customers transactions. Work independently and as a part of a team. Actively engage with teammates to achieve common goals through knowledge sharing.
• Communication  - Demonstrate outstanding verbal and written communication skills when working with internal and external partners. Explain complex topics in a clear and concise manner. Respond well under pressure and appreciate ambiguity as a normal business condition. Give and accept feedback as a matter of practice. Document interactions and update customer records in company systems. Utilize knowledge of Microsoft Office tools such as Outlook and Teams to execute daily work.

Reports to :

• Lead or above

Working Conditions / Physical Requirements :

• Normal office environment, no travel required.

Direct Reports :   None

Minimum Qualifications :

• Bachelor s Degree
• 1 to 2 years of customer service experience in call center or related experience
• Must be able to pass English & Spanish Assessment

Skills Required

Career Development, Customer Experience, Ms Office Tools, Customer Service, Financial Services