
Customer Experience Associate
2 days ago
This role involves supporting customers through various channels including inbound calls, help desk tickets, outbound calls and chat on our CRM platform.
Key Responsibilities- Respond to inbound calls within a reasonable timeframe.
- Efficiently resolve customer inquiries by addressing the core problem and providing a solution.
- Make outbound calls as necessary to address customer issues.
- Achieve a First Time Right mindset to resolve inquiries promptly where possible.
- Manage a queue of tickets with competing priorities, triage or action tickets via outbound calls, emails or chats.
- Evaluate tickets and escalate them to the appropriate internal team or partner when necessary.
- Provide regular updates to customers on active issues in accordance with Service Level Agreements (SLAs).
- Bachelor's Degree in a relevant field is required.
- Minimum 2 years of customer-facing experience in customer support/service or help desk roles; preferably in finance-related areas.
- Lending experience is beneficial, particularly consumer-facing or phone-based experience.
- Excellent English communication skills, both verbal and written.
- Tech-savviness and ability to navigate new systems easily.
- Strong customer service and interpersonal skills with a proactive attitude.
- Sound analytical and problem-solving abilities.
- Good organizational and time management skills; able to work proactively in an agile cross-functional environment.
- Experience using our MyCRM platform.
- Understanding of Personal or Mortgage loan applications.
- Knowledge of ApplyOnline Application processes.
- Proficiency in Google Suite.
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