Responsibilities
- Effective Application Login & Availability- Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. This includes systems like CRM, background check databases, call center technology, and communication tools like Outlook/Teams. Adherence to a strict schedule is required to meet customer needs.
- Managing Customer Interactions Across Channels- Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. Use available controls to manage availability status, ensuring you are ready to assist when required.
- Effective Inquiry Handling & Issue Resolution- Determine the purpose of each contact through targeted questions, as no scripts are used. Interactions vary from rescheduling appointments to troubleshooting login issues. Each situation requires a tailored response, and solutions are provided based on the customer's unique needs.
- Multi-tasking for Accurate Problem Resolution- Resolve customer issues quickly and accurately by utilizing information within various business applications, resources and FA-supported customer platforms. This involves navigating various systems, reviewing client-specific fact sheets for standard operating procedures, and account details, while efficiently navigating multiple screens and systems to retrieve relevant data, enter search queries, and mange tasks simultaneously, all in real-time, to resolve cases and document efficiently and accurately.
- Professional & Empathetic Communication- conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation clearly and outline the steps you will take to address and help resolve the issue.
- De-escalation & Quality Control- Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development, so agents must demonstrate professionalism und