Associate Client Support Specialist

The Associate Client Support Specialist is responsible for answering incoming customer inquiries, solving customer issues via phone or chat and escalating cases to tier two teams or management when necessary. They handle cases related to at least five major areas of the eMoney platform. They demonstrate a commitment to customer satisfaction and maintain high levels of call quality and professionalism. The Client Support Specialist consistently meets the efficiency standards set forth by the company and displays ownership when handling customer requests. 

Job Responsibilities 

• Manages a large amount of inbound calls, emails or chats in a timely manner related to at least five major areas of the eMoney platform
• Identify customer needs, clarify information, research every issue and provide solutions
• Meet personal and team quantitative and qualitative targets
• Log all appropriate details of interactions in a comprehensible way
• Attend all trainings and completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures
• Answer service calls or emails of increasing complexity regarding eMoney applications as they progress through training, relying on resources when needed
• Competently answer questions and resolves customer issues 
• Escalate complex issues to tier two teams when necessary
• Stay up to date on system releases, new features, bugs
• Maintain high levels of call quality and professionalism
• Meet efficiency standards set forth by the company

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Requirements  

• 0 - 1 Years in a customer service/support role or relevant experience 
• Familiar with web applications
• Familiar with financial concepts or terms a plus
• Bilingual in English and Spanish is a plus

 Skills  

• Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
• Ability to work independently and as part of a geographically dispersed team
• Must be self-motivated and know when to escalate or seek guidance
• Ability to manage multiple projects and tasks simultaneously
• Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
• Working knowledge of MS Office suite
• Strong interpersonal and verbal/written communication skills
• Strong organization skills and time management skills
• Customer focus and adaptability to different personality types

The salary range for this position is $40,000 - $52,000; commensurate salary to be determined based on skills, professional background and expertise.  This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.