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Product Support Representative (CSR)

MINIMUM QUALIFICATIONS

  • Must have a minimum of 1 year of customer facing experience.


PREFERRED QUALIFICATIONS



  • 2 years of call center experience.

  • Experience working in a financial institution such as a bank or credit union.

  • Experience working in a call center environment or technical support field.

  • Bachelor s degree (or working toward) in business or IT related field.

  • Candidates that are bilingual are preferred, but not required.


ESSENTIAL FUNCTIONS



  • Process payments according to department guidelines may include, but not limited to return payments, entering payment details for outstanding invoices and processing adjustment data. May also separate, tally, and reconcile payment information received from lockbox provider.

  • Works with financial institutions, merchants and customers to ensure payment issues are resolved and funds are correctly applied.

  • Researches customer problems/issues to increase personal knowledge and basic familiarity with the supported product and provides the highest caliber of support possible.

  • Receives internal calls and answers questions for internal customers.

  • Answers incoming calls and/or emails from customers according to department guidelines.

  • Thoroughly documents issues and resolutions, per department standards. May forward product issues to development.

  • Assures system security by verifying customer information prior to performing any modifications according to the company s standard security requirements.

  • Communicates the customer s needs/expectations to the appropriate personnel. Follows escalation procedures to ensure complex support issues are resolved.

  • May mail change of remittance letters, statements, and reminders.

  • May assist with phone verifications whenever necessary.

  • Consults with senior peers on more complex issues to resolve issues.

  • May assist less experienced peers.




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