BPS Operations Processing Agent – Call Center

Role Overview

• Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards
• Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures
• Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas
• Maintain detailed and current knowledge of the company's/assigned client's products and services
• Analyze customer service needs for communication to service and technical departments, when applicable
• 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
• Provides standardized or scripted responses by utilizing basic user-friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.
• Enters required data into client provided systems and databases
• 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
• Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries

Requirements

• Strongly preferred at least 6 months of call center experience within the last 2 years
• High School Diploma or Equivalent
• Ability and flexibility to work hours as assigned, we are a 24/7 Call Center
• This position requires all work shift availability, including days, nights and weekends
• This position requires you to be on camera during training and other times as deemed necessary by your supervisor
• Your internet router / modem must be in close proximity to your desk / workstation area, as we will require you to hardwire into the back of the router / modem via an ethernet cable on day 1 of training
• No wireless internet providers or routers can be used
• All equipment will be provided.

Benefits

• Opportunities to make an impact in fintech
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back to your community
• Competitive salary and benefits