Customer Support Associate

Customer Support Associate

Requirements

• Effective communication skills
• Ability to work under pressure
• Strong desire to take ownership and assist team members
• Experience in a client-facing function within the financial services sector
• Proficiency in English (French is a plus)
• Strong analytical and innovative problem-solving skills
• High degree of professionalism
• Effective time management skills
• Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet

Responsibilities

• Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
• Update cases and clients regularly, in accordance with agreed SLAs.
• Act as bridge between Sales, Client and Operations.
• Proactively manage and control work levels, using daily reporting to ensure SLAs are met.
• Undertake training for new starters along with team overviews for new starters around the business.
• Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
• Offer support and advice to internal and external clients, responding to queries within agreed SLA.
• Deliver professionally constructed and factual email communications within agreed SLAs.
• Engage a senior agent with any challenges or barriers.
• Being proactive and responsible for client queries.
• Actively take part in telephone training and apply appropriate feedback.
• Maintain and develop best practice as well as sharing best practice across the teams.
• Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
• Adhere to compliance and regulatory requirements.
• Achieve 95% or above on QA for customer contacts.
• Build knowledge of the relevant payment platform to enable comprehensive response to queries.
• Utilize SFDC reporting to ensure 2-day updates on cases outside the team.
• Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an ad-hoc basis and more regularly where agreed.
• Take personal responsibility for preventing potential financial loss to WUBS and ensure the correct escalation process is always followed.
• Customer issues and complaints are fed back to the Client Services Sr. staff with suggestions of how processes could be improved to prevent issues reoccurring.
• Concerns should be highlighted to Sr. staff immediately to minimize any retention risks.
• Fraudulent Payments identified must be escalated to the Client Services Team Leader.

Preferred Qualifications

• A passion for excellence in customer service and customer management
• Ability to lead by example and deliver service excellence to customers
• Build and maintain supportive relationships with key business contacts
• Ability to influence others to a desired outcome
• Highly driven, with strong desire to succeed