Client Services Representative I

Deda Cloud S.R.L.; Hawaii; Remote; USD 45,000 - 75,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Client Services Representative I, der in einem dynamischen Umfeld arbeitet. Diese spannende Position bietet die Möglichkeit, mit Kunden zu interagieren und Lösungen für ihre Anliegen zu finden. Der ideale Kandidat hat Erfahrung im Kundenservice, insbesondere in der Finanzbranche, und bringt starke Kommunikations- und Problemlösungsfähigkeiten mit. In dieser Rolle werden Sie Teil eines unterstützenden Teams, das sich darauf konzentriert, den Kunden die bestmögliche Erfahrung zu bieten und innovative Lösungen zu entwickeln. Wenn Sie leidenschaftlich daran interessiert sind, Kunden zu helfen und in einem zukunftsorientierten Unternehmen zu arbeiten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 3 Jahre Erfahrung im Kundenservice, vorzugsweise in einer Finanzinstitution.
• Starke zwischenmenschliche Fähigkeiten und Motivation zur effizienten Problemlösung.

Responsibilities

• Bearbeitung von Kundenanfragen und Lösung von Problemen innerhalb der festgelegten Richtlinien.
• Dokumentation von Kundeninteraktionen und Weiterleitung ungelöster Fälle an Spezialisten.

Skills

Kundenservice

Interpersonelle Fähigkeiten

Problemlösungsfähigkeiten

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Education

Abschluss in Betriebswirtschaft oder verwandtem Bereich

Tools

Salesforce

JIRA

Microsoft Outlook

Office Suite (Excel)

Job description

Join to apply for the Client Services Representative I role at Dedagroup.

Location: Remote, preferably Hawaii (United States of America).

Experience: Minimum of 3 years.

What To Expect From This Position

You will join VisiFI, part of Deda Group, a thought leader in fintech solutions that introduces innovative approaches to help credit unions across the country compete more effectively in the ever-changing consumer finance market.

You will be responsible for conferring with customers via telephone, customer portal, email, or in person to provide information about products or services, resolve issues, take or enter requests for other departments, submit feature requests, or obtain details of any other necessary product or service complaint, improvement, or other pertinent information. This individual interfaces well with product specialists, project managers, technical leads, engineers, and clients to ensure a successful client support experience.

Key Responsibilities

• Open customer cases for tracking purposes and extend resolution to all customer matters within published client support guidelines.
• Check to ensure that appropriate changes were made to resolve customers' problems and communicate to the customer.
• Keep records of customer interactions, inquiries, complaints, comments, and actions taken.
• Refer unresolved grievances or cases requiring further escalation to Product Specialist or senior leaders within specified timeframes.
• Respond to inquiries; notify customers of changes, updates, or planned adjustments.
• Perform customer research as needed; assist team members with Client Support functions to increase responsiveness and readiness.
• Maintain case tracking or other customer data within the customer repository.
• Perform special requests, projects, and billable projects as needed.
• Maintain professionalism and courtesy when working with customers and coworkers; proactively identify issues; recommend useful products, tools, or training; show empathy and develop trusting relationships.
• Strive for accurate and efficient resolution of cases.
• Open technical requests, defects, features, or requirement gaps; ensure JIRA tickets are clear, concise, and well-documented.
• Attend meetings, staff training, and product & release training; continuously enhance expertise in VISIFI products and solutions.
• Perform other duties as assigned by the manager.

Qualifications and Skills Required

• Minimum of 3 years of customer support experience, preferably in a credit union or similar financial institution.
• Strong interpersonal skills and motivation to resolve customer issues efficiently.
• Ability to assess customer needs and provide high-level satisfaction.
• Knowledge of business application systems and terminology, including Salesforce, JIRA, web tools, XML, HTML, and internet security protocols.
• Understanding of VISIFI’s product and service offerings.
• Ability to assist customers strategically.
• Strong problem-solving and analytical skills; ability to articulate client needs.
• Effective written and verbal communication skills.
• Ability to collaborate across departments and document customer needs within the SDLC process.
• Proficiency in Salesforce, JIRA, Rippling, Microsoft Outlook, and Office Suite (Excel).
• Public speaking skills are a plus.

Soft Skills That We Consider Important

• Strong teamwork, adaptability, and problem-solving skills.
• Effective communication and ability to work in a dynamic environment.
• Service-oriented mindset and proactive client assistance.
• Strategic thinking and adaptability to changing conditions.
• Active listening and learning capabilities.
• Professionalism in customer interactions and teamwork.

Physical Demands

Work is performed in an office environment involving normal safety precautions. Primarily sedentary with occasional walking, standing, bending, and carrying items under 25 pounds.

Seniority Level

• Mid-Senior level

Employment Type

• Full-time

Job Function

• Other

Industries

• IT Services and IT Consulting