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Financial Institution Liaison

1 week ago

Quezon City, National Capital Region, Philippines Global Payments Full time

We are seeking a talented and organized individual to join our team as a Client Application Support Specialist. As a key member of our support operations team, you will play a vital role in ensuring that customers receive exceptional service and experience minimal delays when resolving their inquiries.

About the Role

Your primary focus will be on responding to customer inquiries via telephone, email, SMS, and Chat to provide problem resolution in accordance with our organization's service standards. You will also maintain detailed and current knowledge of our company's/assigned client's products and services.

This role requires the ability to navigate a computerized data entry system or other relevant applications. Strong analytical and problem-solving skills are essential for success in this position, as you will need to analyze customer service needs for communication to service and technical departments.

Responsibilities
  • Resolves basic or tier 1 payment and account-related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients.
  • Determines basic reasons for customer issues using a client-provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.