CLARK | Customer Service Representative - Pioneer Financial Account | June 21, 2024 |

Company Summary:
We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

Position is part of the Customer Engagement Network (CEN) team managing a variety of inbound customer servicing interactions, providing extraordinary customer care to individual consumer and corporate customers.  Program is designed to support a variety of inbound customer servicing, cross-selling and up-selling calls for existing customers who may have questions related to card product(s).  The types of calls received may include, but are not limited to, basic balance inquiries, requests for account maintenance, assistance with fees assessed, information on product features and online/mobile services, assistance with disputing a charge, inquiry regarding card usage or card replacement.

Overall Responsibilities:

• Handle inbound calls
• Ensure positive identification to be established prior to servicing the call.
• Handle each interaction with goal to resolve every customer request at the first contact. 
• In cases where a concern may not be completely resolved, transfer call to appropriate department, including an Escalation Group.
• As required, manager internal escalations and complaint calls.
• Place return calls to customers for follow-up or service recovery. 
• Engage with customers and resolve where possible customer dissatisfaction or escalation calls.
• Utilize On-line reference tools to review account information,
• Properly identify the caller and provide callers with appropriate care at all times.

Job Requirements:

• Are at least 18 years old.
• High school diploma, advanced education preferred
• At least 1 year of call center experience in a customer service environment. (Required).
• Financial services industry experience. (Preferred)
• Business Acumen
• Computer literacy and skill to navigate multiple screens.
• Intermediate keyboarding skills
• Excellent written, spoken, and interpersonal communications and telemarketing skills.
• Deliver “World Class” customer service.  
• Multi-tasking skill to talk while typing or navigating and searching.
• Follow written instructions or procedures. 
• Active Listening skills.
• Skill to read, understand and learn new material.
• Problem solving skills.
• Decision making skills.
• Attention to detail.
• Empathy and sincerity.
• Change Management skill
• Persuasiveness
• Willingness to improve and grow professionally.
• Positive Attitude
• Flexible
• Teamwork & Collaboration