Description:
We are seeking an energetic and reliable professional to join our team as a Service Center Associate. Successful candidates will be responsible for answering incoming client emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary.
Our Associates are often the first point of contact for customers, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions. Those who work tirelessly through the lens of hospitality and customer service jump to the front of the line.
What will you be doing?
Day-to-day you will be expected to:
Responding to inbound inquiries via ticket, email and phone
- Providing complete/accurate responses issued with empathy and understanding
- Proactively handling concerns, troubleshooting problems, and providing solutions
- Responsible for reviewing program documents and providing accurate information to caller
- Effectively gathering and analyzing information while using reason and good judgment to solve client problems
- Researching with the Vestwell team, as needed, to resolve inbound inquiries and respond to clients within promised deadlines
- Constantly evaluate our product and processes for improvement, make suggestions to management team
- Providing continuous feedback to our product team around client interactions with our platform
Satisfying quality assurance and KPI requirements
- Meeting quality control expectations through the monitoring of contact resolution
- Adhering to prioritization requirements, in order to meet Company goals for servicing responsiveness
- Creating tickets and providing follow-up as required
- Adhering to client facing and internal Service Level requirements
Ensuring client retention and maintenance
- Being the friendly, knowledgeable first point of contact for inbound inquiries
- Conducting appropriate and timely follow up to ensure the highest level of service
- Communicating in a relatable, humanized way to promote trust and allegiance
Requirements
The Necessities:
- College degree, some customer service experience, and financial service experience preferred
- Strong verbal, written, follow-up, and organization skills
- Comfortable with inbound and outbound phone calls
- PC literacy, experience with Zendesk and Jira is a plus
- Team mentality and the ability to multitask while attending to a varied volume of incoming inquiries
- Flexible and adaptable to constantly changing responsibilities and assignments