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Ssr Customer Care Specialist, Capability Center

HYLA Mobile

HYLA Mobile

Customer Service
Buenos Aires, Argentina
Posted on Friday, December 2, 2022

PRIMARY OBJECTIVES

  • For providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.
  • Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.
  • Recognizes consistent problem areas and reports to higher level for action.
  • Seeks to retain account and/or suggest and encourage use of other services and products.
  • Depending on area may promote and sell products and/or services and enter or confirm sales.
  • Responds in a timely manner.
  • Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

MAJOR AREAS OF ACCOUNTABILITY

  • Research/resolve loan level inquires as it relates to inbound/outbound call activity. More experienced associates will be involved in root cause analysis of more complex inquiries.
  • Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking and property loss. More experienced associates will handle escalated calls.
  • Initially works in a single client /functional environment due to limited knowledge and skill set. More experienced associates will work in a multi-client or multi-functional environment.

REQUIREMENTS:

  • Education
  • High school diploma/GED
  • Knowledge and Skills
  • Basic to intermediate computer skills, (ability to create and edit spreadsheets and emails)
  • Good verbal/written communication skills
  • Strong attention to detail
  • Strong customer service skills
  • Excellent listening skills
  • Ability to adapt well to change
  • Works well in team environment and as an individual contributor
  • Work well in a fast paced/high stress environment
  • Ability to think outside of the box to resolve problems
  • Ability to multi-task, including call handling, loan level review and call documentation within required metrics
  • Ability to relay accurate and detailed information to various parties via in-bound and out-bound telephone calls
  • Previous Experience
  • Minimum 1 year customer service or related experience/education
  • Preferred experience in insurance, banking, finance, mortgage lending or related experience