To gather from the customer all the necessary information to fulfill their requirement and enter accurately into the appropriate system.
To answer queries on the product where the required information is easily accessible in the system and to escalate any more complex enquiries or requests to the relevant teams.
To act as the first line of contact for customer complaints and issues, handling as many as possible with first call resolution or escalating when appropriate.
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Manage and resolve customer inquiries and complaints across email, chat, and voice channels, ensuring cases are handled completely and accurately from first contact to closure.
Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.
Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.
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Ability to effectively identify and implement the most efficient virtual/in-person engagement strategies, by customer, to maximize overall effectiveness and impact.
Develops and implements effective business and territory call plans and adapts based on self-identified opportunities and insights.
Effectively builds rapport and relationships with customers across Face To Face and virtual environments; maintains a methodical approach toward call objectives (e.g., clear next steps and appropriate documentation, managing to KPIs); utilizes current digital tools effectively (e.g., Veeva, Zoom, WAB) as well as adapts quickly to new digital tools for successful customer engagement; leverages analytics to assist with developing insights and next best action plans
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