Finance User Success Agent, Associate
22 hours ago
Job Description:
The Commonwealth of Virginia seeks a motivated and detail-oriented Finance User Success Agent, Associate to join its team. In this role, you will provide exceptional customer support to stakeholders, ensuring timely and effective resolutions to their inquiries.
Key Responsibilities:
- Provide best-in-class customer support, emphasizing the success of UVAFinance stakeholders.
- Utilize Salesforce to create and respond to cases generated by walk-ins, phone calls, email, and chat.
- Engage in root cause analysis to effectively identify the nature and urgency of the customer's issue.
- Leverage knowledgebase documentation, self-help resources, and message templates to provide consistent and timely customer support.
- Gather information and documentation from customers that will support functional specialists in providing further support when cases are escalated.
- Provide detailed documentation on case efforts, provided solutions, and customer outcomes.
- Work collaboratively with team members and the User Success Manager to improve stakeholder service.
- Identify opportunities to develop or improve tier 1 knowledge articles and self-help resources.
- Engage in opportunities that will foster success as an agent and further career development.
Requirements:
- Commitment to best-in-class customer service experience for UVAFinance stakeholders.
- Understanding of the diverse needs and expectations of stakeholders within UVA and externally.
- Ability to communicate effectively with a diverse body of stakeholders.
- Ability to articulate and navigate complex policies and procedures.
- Impeccable verbal and written communication skills.
- Basic experience with computing software and systems.
- Sound judgment and discretion with sensitive information.
- Positive, team-oriented approach to service delivery.
- Commitment to continuous improvement.
- Advanced critical thinking, logic, and problem-solving skills.
About the Role:
This is an exciting opportunity to join the Finance Solution Center team and contribute to the delivery of exceptional customer service. As a Finance User Success Agent, Associate, you will have the chance to develop your skills and knowledge in finance and customer support, working closely with a team of experienced professionals.
What We Offer:
- A competitive hourly rate of $21.00/hour ($43,680 annually).
- A dynamic and supportive work environment.
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