Job Description

OverviewThe applicant is expected to behave as an extension of the brand and take care of our customers to the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional service we can offer our customers.You are expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company.This includes and is not limited to understanding and behaving in accordance with(1) the Company values;(2) Products and Services;(3) Operating Policies and Procedures; and(4) Attainment of goals and KPIs.QualificationsEducation background:

• Degree or Diploma in Banking or Finance preferred
• Must have B2 level English Language proficiency

Minimum Skills Required:

• 1 year work experience in Fintech, Banking and Finance industry.
• Call center experience is preferred.
• Decision-making skills and analytical skills are highly needed competencies due to nature of the program
• Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions
• Good time management skills
• Can work under pressure and can deliver set goals
• Confident in handling complex situation
• Conversant and able to convey messages
• Ability to effectively respond to customer needs
• Interpersonal skills required to work well with others Ability to follow directions
• Ability to use the desktop computer system
• Ability to navigate within web-based applications
• Ability to multitask
• Ability to learn at a fast pace
• Good comprehension and listening skills

Core Competencies & Proficiencies Levels

• Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language
• Ability to multitask, detailed oriented and possess good problem-solving skills
• Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
• Passionate in helping to resolve customer issues / queries and complaint handling
• A team player who thrives in a fast paced, dynamic environment
• A self-starter who is able to work independently and under minimal supervision
• Able to determine the problem/sentiment of each interaction and responds professionally
• Communicating with customer through all channels (phone, social media, digital, chat, etc.)

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities(May perform other duties as requested that may not be specifically addressed in this document)

• Provide timely support to customers through available communication channels: email, chat, inbound & outbound calls.
• Handle (United States) customer\xe2\x80\x99s concerns related to fintech, banking and finance in a positive and professional manner.
• Identify and escalate priority issues through proper channels when necessary.
• Works with other team members in identifying better ways in providing better customer support.
• Participate in additional training courses as required. \xc2\xa7 Maintains and improves quality of service by giving recommendations.
• Keeps job knowledge up to date by attending upskill training to improve skills.
• Meet all key performance indicators set by the company and client.
• Adhere to the policies set by the company.

Teleperformance