The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs, supporting process by managing transactions as per required quality standards and following standard processes and procedures to resolve all client queries.
Requirements
- Provide effective technical support to the process
- Manage transactions as per required quality standards
- Document all pertinent end user identification information
- Update own availability in the RAVE system
- Record, track, and document all queries received
- Follow standard processes and procedures
- Access and maintain internal knowledge bases
- Identify and learn appropriate product details
- Document and analyze call logs
- Maintain and update self-help documents
- Identify red flags and escalate serious client issues
- Ensure all product information and disclosures
- Deliver excellent customer service
- Provide product support and resolution
- Troubleshoot all client queries
- Maintain logs and records of all customer queries
- Accurately process and record all incoming call and email
- Offer alternative solutions to clients
- Organize ideas and effectively communicate oral messages
- Follow up and make scheduled call backs to customers
- Build capability to ensure operational excellence
- Undertake product trainings to stay current with product features
- Partner with team leaders to brainstorm and identify training themes
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) matching
- Paid time off
- Retirement plan
- Relocation assistance
