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Member Service Representative
2 months ago
Job Summary
We are seeking a highly skilled and customer-focused Member Service Representative to join our team at Social Finance Ltd. As a key member of our customer service team, you will be responsible for providing exceptional service to our members, resolving their inquiries and concerns in a timely and professional manner.
Key Responsibilities:
- Provide industry-leading customer service, responding to inbound inquiries via phone, chat, and email regarding our financial service products.
- Deliver accurate and timely information to members, notating correspondence after each customer contact is handled.
- Take ownership of resolving member inquiries, attempting to foresee causes for additional inquiries, and exercising consultative techniques to demonstrate advocacy for customers.
- Troubleshoot, advocate, and show genuine empathy in conversations to deescalate simple or complex inquiries.
- Meet or exceed specific performance metrics designed to measure the core responsibilities of the role.
- Proactively share insights with management regarding inquiries, concerns, and complaints to improve our products, operations, and policies.
- Expand the scope of your primary role to support other lines of business based on business needs.
Requirements:
- Previous customer service experience, preferably in a similar industry or call center environment.
- Strong verbal and written communication skills.
- Experience with providing world-class customer service and meeting critical deadlines in a dynamic, rapidly changing environment.
- Active listening skills to understand customer needs and provide effective solutions.
- Basic computer skills with solid proficiency in Google Suite.
- Empathy and patience in dealing with customer inquiries and concerns.
- Ability to handle high-stress situations and irate customers with professionalism.
- Willingness to learn and stay updated on company policies, products, and services.
- Adaptability to handle a variety of customer queries and requests.
- Time management and organizational skills to handle multiple inquiries simultaneously.
- Ability to work evenings, nights, and weekend days.
What We Offer:
- A competitive salary and benefits package.
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A commitment to diversity, equity, and inclusion.
Equal Employment Opportunity:
Social Finance Ltd is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees and applicants.
