Job Description

JOB DUTIES

• Manages inbound inquiries on behalf of client, acting as an extension of our client
• Acts confidently in their role with little reliance on additional support
• Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
• Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
• Builds product and process knowledge to effectively interact with customers, within business guidelines
• Identify customers’ needs, research client systems, utilize tools to interpret and analyze data
• Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
• Ability to handle challenging customers effectively

JOB QUALIFICATIONS

• High school diploma, GED or equivalent is required; bachelor’s degree preferred
• 3+ years previous experience in a customer support role required
• Tax/banking/mortgage/real estate Industry experience required
• Passion for service excellence
• Strong written and verbal communication skills along with excellent customer service and active listening skills
• Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
• Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
• Organization and time management skills to operate effectively in a fast paced, high-volume environment.
• Typing ability of 35wpm+
• Demonstrated knowledge of and experience with Microsoft
• Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
• Ability to identify customer issues and identify appropriate tasks
• Must successfully adhere to schedule, attendance and required deliverables/deadlines.
• Demonstrates patience and empathy and have the ability to work collaboratively with others

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