Card Support Specialist

Potential start date:TBD (around Aug 14th) Location – Onsite in North Austin Salary = $16/hr Potential temp to hire Need financial support experience (recommended) Schedule – Mon-Sat 9am-6pm CST to start. Overview: When customers have an issue with their card, these agents will support and resolve their issues. Inbound calls /chat/email Responsibilities include but are not limited to: • SME that understands the customer and agent experience intimately • Provides real-time Specialist support as needed • Reviews interactions with the lens of completely solving the customer’s issue • Investigate complex customer facing challenges and provide timely resolutions • Manage, monitor and respond timely and appropriately to complaints received directlyfrom call center staff • Build relationships and effectively communicate across teams to share information andinsights • Demonstrate effective analytical and communication skills while gathering and providinginformation to customers, and formulating decisions • Direct customer de-escalationTactically this looks like • Assisting agents with live help via a communication tool • Making outbound calls to customers • Testing upcoming system changes and providing feedback • Supporting Executive escalations • Processing customer requests via email or other ticketing systems • Taking ownership of the most challenging cases and finding complete resolution for theCustomer Skills • Deep SME that does not stop at the first answer • Moves quickly to resolve the customers issue and provides feedback later • Seeks out solutions and offers insights to challenging contacts • Knows when to ask for help • Follows direction well • Strong de-escalation skills • Outstanding verbal and written communication skills • Ability to understand complex process connectivity • Demonstrating the 4 H’s; Humble, Honest, Hungry, and Hustle • Proven de-escalation techniques and abilities • Positive attitude and willingness to work with teammates on accomplishing tasks andresponsibilities on an ongoing basis • Ability to work independently with minimal supervision while knowing when to escalateissues.