Customer Support Associate: Grow with Purpose

CardWorks, Inc.; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401(k) Plan with Company Match

Short- & Long-Term Disability

Wellness Programs

Group Life and AD&D Insurance

Paid Vacation and Holidays

Employee Engagement Activities

DEI Employee Resource Groups

Corporate Social Responsibility

Service Recognition

Job summary

CardWorks Financial Group seeks a Customer Support Associate I to serve as a primary contact for accountholders in a call center. You will respond to inbound inquiries, resolve questions, document interactions, and escalate complex matters as appropriate, while following policies and compliance requirements.

You will support account servicing needs, assist with routine issues, and contribute to customer satisfaction and retention.

Qualifications

• Education & Experience: Requires a high school diploma or its equivalent.
• Prior customer service experience
• One (1) +years of related inbound or outbound callcenter or collections experience desirable
• Experience working with computers is required
• Knowledge, Skills and Capabilities: Meets established unit standards for quantity, quality and monitoring
• Responsible for monitoring monthly statistics and meeting personal and unit goals
• Speaks clearly and is able to convey a clear message
• Able to change applications and support business objectives. Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives

Responsibilities

• Responds to inbound telephone inquiries and provides accurate, professional support to accountholders regarding account information, transactions, payments, and general servicing needs.
• Assists accountholders with questions, concerns, and routine account issues while delivering a positive customer experience and supporting customer retention.
• Researches and resolves customer issues in accordance with established policies, procedures, regulatory requirements, and business guidelines.
• Accurately updates, verifies, and notates customer information and call activity within designated systems to ensure complete and reliable account records.
• Initiates and supports account transactions, service requests, billing dispute steps, and investigations as appropriate based on customer needs and department procedures.
• Educates accountholders on applicable processes, including billing dispute procedures, required documentation, timelines, and available next steps.
• Identifies calls or account matters requiring additional review and escalates appropriately to leadership, internal partners, or specialized support teams.
• Meets established expectations for quality, productivity, attendance, compliance, and customer service standards.
• Performs other duties as assigned.

Skills

Customer service

Communication

Computer literacy

Education

High school diploma or equivalent

Job description

CardWorks Financial Group seeks a Customer Support Associate I to serve as a primary contact for accountholders in a call center. You will respond to inbound inquiries, resolve questions, document interactions, and escalate complex matters as appropriate, while following policies and compliance requirements.

You will support account servicing needs, assist with routine issues, and contribute to customer satisfaction and retention.