Financial Products Support Agent- East

Liberty Tax; Virginia Beach (VA); Hybrid; USD 18,000 - 26,000; Part time

Job summary

Liberty Tax is seeking a Financial Products Support Agent- East for a seasonal role, potentially leading to permanent. You will deliver outstanding customer service in a timely and professional manner via telephone and electronic communication.

You will respond to inquiries, handle complaints, verify customer information, and ensure compliance with company policies. English is required; bilingual Spanish or French a plus. Start date is November 2023.

Qualifications

• Willingness to learn new computer programs and cloud services.
• Strong verbal, writing, and troubleshooting skills.
• High level of customer service and communication skills.
• Hands-on experience and knowledge of Windows 10.
• Able to quickly adapt to new workflows and projects.

Responsibilities

• Deliver outstanding customer service in a timely and professional manner via telephone and electronic communication
• Respond promptly to customer and/or franchise owners’ inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Practice and ensure compliance with all the organization’s policies and procedures
• Document incidents thoroughly and accurately

Skills

Learn new programs

Communication skills

Troubleshooting skills

Customer service

Windows 10 knowledge

Tools

Windows 10

Microsoft Teams

Google Chrome

Cloud services

Windows 11

Job description

Position Title

Financial Products Support Agent- East

Department

Franchise Technology Support

Status

Seasonal, potentially from November to May, could potentially lead to a permanent position

Reports to

Financial Products Support Manager

FLSA Status

Non-Exempt

Pay Rate

Starting at $16.00 Hourly

Start Date

November 2023

Language

English (Bilingual Spanish and French a plus)

Position Purpose

Deliver outstanding customer service in a timely and professional manner via telephone and electronically

Position Responsibilities/Duties/Functions/Tasks

• Deliver outstanding customer service in a timely and professional manner via telephone and electronic communication
• Respond promptly to customer and/or franchise owners’ inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Practice and ensure compliance with all the organization’s policies and procedures
• Document incidents thoroughly and accurately

Position Qualifications

• Willingness to learn new computer programs and cloud services
• Strong verbal, writing, and troubleshooting skills
• High level of customer service and communication skills
• Hands-on experience and knowledge of Windows 10
• Able to quickly adapt to new workflows and projects

Position Requirements

• Capable of working from Liberty’s corporate office
• Capable of working remotely using your own device (During rare situations that the office is unavailable)
• Capable of making phone calls using your own device (During rare situations that Liberty’s telephony is unavailable)
• Windows 11 computer
• The ability to run Microsoft Teams and Google Chrome
• Stable internet connectivity

Employee Acknowledgement

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, or technological developments).

Liberty Tax is an equal opportunity employer.