Job Description

Cardholder Support And Customer Service Representative

Provide cardholder support and customer service for pre-paid card products. Working in a high-volume inbound telephone call center on behalf of client's programs, you will respond to cardholder requests for account service and support. You will provide outstanding service to cardholders over the phone by accessing cardholder accounts, implementing requested changes to existing accounts and performing account maintenance activities, interpreting and communicating account activity and transactions, troubleshooting, and problem-solving, and other similar duties as assigned.

Responsibilities:

• Customer Service agents help customers via telephone to provide information about accounts and services.
• Accurately and concisely document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Resolve customers' service issues by performing activities such as registering and activating cards, linking accounts, transferring funds, etc.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries regarding accounts.
• Help solve customer issues by properly escalating to designated departments for further investigation.
• De-escalate cardholders and issues through solid troubleshooting, problem-solving, customer service skills, and follow-up. Follow proper escalation processes.
• Follow established call center processes utilizing knowledge base tool.
• Obtain and examine all relevant information to resolve customer service questions and to determine possible causes.
• Educate cardholders on usage; promote new or additional products and services.

Understanding written sentences and paragraphs in work-related documents. Speaking to others to and conveying information efficiently and effectively. Active listening skills by providing full attention to what customers are saying. Ability to understand the points being made, asking questions as appropriate, and interpreting information. Analyzing information and evaluating results to choose the best solution and solve problems. Basic math skills including additions and subtraction; understanding of accounting principles of credits and debits; the ability to clearly communicate quantities and balances. Ability to consistently provide friendly, helpful, and enthusiastic service.

Basic computer proficiency to include data entry, word processing (Word), and email (Outlook). 1-year minimum - call center customer service experience. Bilingual English and Spanish is a plus.

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