Description
We are seeking a Customer Service Specialist to help us continue to provide outstanding support to our customers. You'll focus on email-based interactions and internal support tickets helping to ensure smooth account operations, customer verification, and regulatory compliance.
Responsibilities:
- Review and process customer support tickets related to account issues, payments, and disputes
- Conduct account reviews, identity verification, and documentation checks
- Escalate complex or fraud related cases
- Log and update case details accurately in internal systems
- Investigate issues using internal tools and policy guidelines
- Meet performance metrics like response time, resolution rate, and quality standards
- Provide feedback to improve processes and tools
- Effectively utilize software and internal tools to navigate customer accounts and solve issues
- Continuously engage in training and other learning opportunities to expand knowledge of the company, product and role
- Adhere to all company policies and procedures
Requirements:
- High School Diploma or equivalent
- Strong verbal and written English
- Ability to work independently and stay focused during repetitive tasks
- Exceptional customer service, active listening, and problem solving skills
- Ability to multi-task across systems and maintain composure under pressure
- Proficiency with software, ideally CRM software, and strong typing skills
- Experience in customer service and financial services is preferred