Client Support Representative

SWBC Mexico; Monterrey; Presencial; MXN 279.000 - 390.600; Jornada completa

Descripción de la vacante

SWBC Mexico is seeking a Customer Service Representative to provide internal and external support, handle complex inquiries, and manage service lines. You will play a critical role in assisting customers with Auto Pilot products and ensuring high-quality service.

The ideal candidate should have 2-3 years of experience in customer service, preferably in financial institutions. Additional skills in MS Word and Excel are essential, along with excellent communication skills.

Formación

• Minimum of 2-3 years in client support, high-level customer service, or in a financial institution.
• Able to maintain professionalism under stress.
• Experience in handling service calls and inquiries.

Responsabilidades

• Provide support to financial institutions on escalated issues.
• Handle support lines and assist with procedures and problem resolutions.
• Perform time-sensitive ECM reconciliation.

Conocimientos

Excellent interpersonal skills

Organizational skills

Communication skills

Telephone etiquette

MS Word proficiency

MS Excel proficiency

Ability to work under stress

Educación

Some college preferred or equivalent work experience

Herramientas

Personal computers

Descripción del empleo

SWIVEL is seeking a talented individual to provide internal and external customer service support to include relationship management, daily interaction with the financial institutions, handling complex questions or problems and managing support lines. The Representative is responsible for verifying and updating Auto Pilot product information.

Why You'll Love This Role

This role is a great opportunity to utilize your customer service knowledge with a NO collection approach when speaking to the customers. You will be able to interact with customers by assisting them with their payments. Your customer service skills will directly contribute toward SWIVEL’s Mission to provide excellent customer service.

Essential Duties Include The Following

• Provides support to the Financial Institutions by working escalated or time sensitive issues in a professional and timely manner and assisting with questions regarding reports.
• Handles support Line to provide assistance and training in to include assisting with procedures, inquiries, and problem resolution.
• Performs time-sensitive ECM reconciliation for clients.
• Resolves inbound and makes outbound service calls regarding all Auto Pilot Products, inquiries and/or problems on the status of transactions through all Auto Pilot Products.
• Services complex calls, questions or problems from Auto Pilot clients and SWIVEL users. If necessary, refers unique, highly complex problems to appropriate resources to resolve system related defects.
• Creates internal management reports; and assists in special projects as needed.

Serious Candidates Will Possess The Minimum Qualifications

• Some college preferred or equivalent work experience.
• Minimum two to three (2–3) years of coordinating the client support of company products, high-level customer service or other related experience in a financial institution or call center.
• Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.
• Able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
• Working knowledge of personal computers to include MS Word, Excel and Internet.
• Able to sit for long periods of time while executing computer applications, responding to customer correspondence, or providing assistance to team members.
• Able to lift 10 - 20 lbs. of binders, paper, and/or file.

Additional Information

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.