Description
The Client Care Associate specializes in responding, resolving, and supporting external or internal customer or client issues.
This role investigates, analyzes, and solves transaction, billing, technical, and contract issues, requiring knowledge of the firm’s products and services.
Key Responsibilities:
- Configure, maintain, and deactivate Verifi services for new and existing clients
- Monitor service performance, alerts, imports, processing, and outages; investigate, communicate and resolve identified issues
- Manage client inquiries via phone and support cases, ensuring resolution within established service levels (SLAs) and client expectations are met
- Troubleshoot service, connectivity, and transaction-related issues while coordinating with internal stakeholders as needed
- Escalate complex issues and serve as an advanced support resource for client-facing teams
- Create and distribute approved client communications, including maintenance notices and incident reports
- Analyze transaction and service trends to identify risks, operational impacts, and improvement opportunities
- Support queue management, daily operational monitoring, service quality objectives, and process improvement initiatives
- Contribute to team training, coaching, knowledge management, and employee development efforts
- Fulfill on-call responsibilities and perform other duties as assigned
Qualifications:
- Basic Qualifications: Associate: Minimum of 6 months of work experience or a Bachelor's Degree
- Preferred Qualifications: Associate: 2 or more years of work experience, 2-5 years of experience in the fintech, B2B, or digital solutions suite industry, Experience in customer service or client support roles, specifically handling payment processing and service configurations
Soft Skills:
- Excellent written, oral, and interpersonal communication skills.
- Strong problem-solving, strategic and analytical abilities
- Proficient time and project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Proven ability to de-escalate challenging situations and maintain a calm and professional demeanor while addressing client concerns
- Ability to work collaboratively in a team setting, as well as independently when required
- Ability to escalate issues appropriately and follow through on client inquiries to ensure SLAs and client expectations are met
- Strong customer orientation with a focus on providing a positive client onboarding experience
- Availability to work designated shift
- Willingness to take on occasional on-call responsibilities
- Must have a stable internet connection and a suitable remote work environment to perform duties effectively
- Ability to work at a desk for extended periods, typically 8 hours per shift.