Contact Center Specialist

Role & responsibilities

- First point of contact regarding service issues, troubleshooting, and enter complex service requests into appropriate systems for resolution.

- Educate clients and advisors on newly implement services, systems, or procedures for efficient self-service.
- Process complex service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet/exceed Service goals.
- Interact directly with customers, inbound/outbound phone queue, to provide accurate and immediate solutions to transaction and service request. Utilize internal computer applications and enter all information in the appropriate system.
- Participate in Team meetings, huddles, and brainstorming sessions to discuss process updates, operational issues and identify process improvement opportunities.

Preferred candidate profile

- 1-3 years of relevant experience in customer servicing or client support.

- Prior experience in financial services, banking, securities, brokerage, or insurance is preferred.

- Strong analytical and problem-solving skills with attention to detail.

- Excellent written and verbal communication skills.

- Ability to handle complex customer situations professionally and maintain high service standards.

- Comfortable working with multiple computer applications and meeting time-sensitive service targets.

- Graduate/Postgraduate in Finance, Commerce, Business Management, Operations, or a related field.