Deskripsi Pekerjaan
Join the dynamic team at EXL Services as a Customer Service Representative specializing in US Retirement Accounts. We are seeking a passionate individual to serve as an ambassador of exceptional support, delivering positive and seamless experiences to our US clients. In this role, you will be at the forefront of financial customer care, handling inquiries and transactions related to retirement plans with professionalism and precision.
Our ideal candidate will thrive in a fast-paced environment, possess a strong command of English, and have a genuine desire to help clients navigate their financial futures. You will work in a state-of-the-art facility located in the heart of Metro Manila, collaborating with a diverse team of professionals committed to excellence.
Tanggung Jawab
- Manage high-volume inbound and outbound customer interactions regarding US Retirement Accounts (401k, IRA, etc.).
- Assist clients with account inquiries, balance verification, transaction processing, and policy explanations.
- Resolve complex customer issues and escalations in a timely and effective manner.
- Update and maintain accurate customer records in the CRM system.
- Adhere to all regulatory compliance standards and company policies for financial services.
- Document all customer interactions and resolutions according to standard operating procedures.
- Contribute to team performance metrics, including call quality and customer satisfaction scores.
Kualifikasi
- Bachelor’s Degree or equivalent professional experience required.
- Strong command of spoken and written English; ability to communicate clearly and confidently.
- Previous experience in customer service, specifically in the financial or call center industry, is highly preferred.
- Proficiency in Microsoft Office Suite and CRM software.
- Ability to work in a fast-paced environment and handle high-pressure situations effectively.
- Excellent problem-solving skills and a customer-centric mindset.
- Willingness to work on shifting schedules, including weekends and holidays.