Customer Care Advisor – Partner Care

Customer Care Advisor – Partner Care

Requirements

• High School Diploma or GED
• 4 years in a complex service environment including financial services, healthcare, insurance, etc.
• 3 years managing escalated customer concerns
• Customer orientation demonstrated through the ability to employ empathy and active listening effectively
• Strong technical aptitude and troubleshooting skills including Google Suite, Salesforce and call center telephony systems
• Strong math and logic skills including basic algebra
• Strong attention to detail, organization and the ability to multi-task
• Strong verbal and written communication skills including college level English proficiency
• Ability to exercise sound judgment in all situations
• Passion for fostering customer relationships and upsell conversations
• Ability to thrive in a fast-paced, high-pressured changing environment
• Ability to assist customer via phone, chat, video, SMS, in-person and/or email

Responsibilities

• Provide a consultative service experience through handling inbound and outbound customer contacts via chat, voice, video and email with a priority on first-contact resolution and future issue avoidance for our financial institution partners, Embed partners, and direct customers
• Demonstrate expertise in a single product line and enhanced understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases and capabilities
• Influence BILL culture across the CARE team including contributing to and participation in culture building programs and activities and consistently reflecting BILL values
• Approach each customer interaction with empathy and through effective active listening skills
• Develop expertise in the agent and product technology suite including Five9, Salesforce, Google Suite, etc.
• Demonstrate the ability to troubleshoot complex issues finding the best solution for the business and the customer- includes payment research concerns, advanced sync issues and escalations
• Demonstrate the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
• Enhance customer interactions by offering recommendations, cross-selling features or products or sharing new information thereby adding value beyond their initial inquiry
• Participate in proactive customer engagement projects to influence positive change in behavior and product use on the part of the customer
• Meet or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
• Meet service level agreements and uphold case management standards ensuring all cases and follow-up take place within 4 business hours
• Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
• Proactively identify leading indicators for an improved customers experience and participate in project to implement these changes at scale
• Adhere to attendance standards and guidelines
• Proactively seek feedback and training opportunities consistently
• Participate in proactive resolutions through customer survey results or leadership identification
• Participate in a minimum of two stretch projects each half year cycle
• Actively participate in UAT and Beta projects to drive improvements
• Participate in team meetings and contribute positively to team culture
• Act as a subject matter expert (SME) for team members through effective engagement in slack channels and sharing product or process updates
• Participate in onboarding and training program for new hire employees
• Provide feedback on content gaps and additional training resource needs for frontline representatives
• Always aim to be solution-oriented, take ownership and demonstrate accountability

Preferred Qualifications

• College degree or equivalent
• Bilingual
• Experience in banking or financial services
• Experience in accounting or bookkeeping
• Experience in sales or customer success