Customer Service Representative

Responsibilities :

Guiding members through their journey with 1 Finance from downloading the application to executing the personal finance advisory plan

Educating members on our tools and features to enhance adoption and retention

Attending to issues faced during the member lifecycle

Support members via the in-app chat service, emails and over the phone throughout the member journey

Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required

Address member complaints in a compassionate and patient manner

Strive to achieve high member satisfaction by going above and beyond and delivering a ‘WOW’ member experience every time

Motivate and encourage members across the member journey to maximize member satisfaction

Collaborating with the rest of the team on new member-centric initiative

Proactively review the user journey, find and work upon areas of improvement

Skills :

Excellent written and verbal communication skills

Collaborative and result oriented

Structured approach of thinking and execution

Strong sense of service orientation and solution driven approach