Responsibilities
- Deliver a high class concierge-level experience to every customer, owning and resolving issues end-to-end with a sense of urgency and care.
- Serve as the point person for high priority or sensitive client escalations, managing their expectations with a high degree of emotional intelligence.
- Respond to customer queries in a timely, clear, and professional manner using Zendesk and Amazon Connect.
- Proactively troubleshoot and resolve issues related to risk mitigation including identity, collateral ownership, and ensuring regulatory requirements to open accounts are met.
- Handle complex and escalated customer cases, providing effective de-escalation while ensuring resolution.
- Log and document all customer interactions, including complaints, compliments, and recurring issues, to support continuous improvement.
- Collaborate cross-functionally with Product, Engineering, and Operations teams to advocate for customer needs and drive problem resolution.
Benefits
- HMO
- Internet allowance
- Device and equipment
- Permanent WFH
Additional Information
- Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)
- Permanent WFH
