Job Overview

We are looking for a dedicated CSR/Email Chat Support Specialist to assist customers with their financial inquiries and provide exceptional service. This role requires excellent communication skills, problem-solving abilities, and a keen understanding of financial products and services. The ideal candidate is empathetic, patient, and able to efficiently resolve customer concerns, ensuring satisfaction and trust.

Responsibilities

• Provide exceptional customer service through email communication (inbound and outbound), ensuring that customer inquiries, complaints and requests are handled in a timely and professional manner.
• Identify and resolve customer issues, escalating them to appropriate managers or teams as necessary
• Assist customers with account inquiries, including but not limited to account balances, transfers and transactions.
• Respond to customer inquiries related to account statements, transactions and other financial documents
• Provide accurate information and support regarding financial products, services and policies to customers.
• Investigate and resolve customer complaints, making a recommendation for corrective actions to management to prevent future issues.
• Strengthen customer satisfaction levels by continuing to enhance knowledge about financial products and services and by remaining up to date on market and industry changes.
• Promote additional products or services to existing customers.
• Collaborate with other departments as needed to provide a seamless, customer-centered experience.
• Maintain appropriate communication logs to track customer interactions.
   

Job Qualifications and Skill Sets

The ideal candidate should have:

• Preferably with at least 6 months of CSR/email chat support experience in a financial account, at least at the college level (BS in accountancy, management accounting or a related field).
• Excellent verbal and written English communication skills. Average typing speed of 45-50 WPM

Excellent and able to multitask on the following:

• Answering email inquiries, able to do inbound calls, able to do outbound calls for callbacks, a fast learner & highly trainable with good analytical skills.
• Team player and able to work with less supervision. Good problem solver & has a positive attitude.
• Must be willing to work graveyard shifts, weekends and holidays; be well-organized; be responsible; and have initiative.
• Independent with a positive work ethic and passion to succeed, willing to start immediately.