Dayshift Client Care Associate (Fixed Term)

Overview

The Associate will primarily be responsible for responding to all types of inbound calls timely, accurately, professionally and courteously using the prescribed scripts and various Client Care systems.Work duties and responsibilities

1.  Answers all types of telephone inquiries in a timely, accurate and courteous manner and ensures service levels are met;

2.  Processes address change, updates contact information and card approvals with 100% accuracy and within agreed TAT;

3.  Facilitates various requests/computations and ensures resolution of their complaints. Escalates as appropriate complaints beyond scope;

4.  Provides excellent “front-line” service consistently over the telephone;

5.  Logs all calls or updates call logs in the SalesForce CRM system accurately, completely, concisely within 24 hours and immediately refers cases or requests beyond scope to the appropriate section/staff

6.  Monitors and follows through unresolved/ open referred Salesforce CRM cases/requests; coordinates with back-end support units all requests until SR is resolved;

7.  Prepares and issues various written correspondence and facilitates clients’ requests for computation using specified worksheets;

8.  Sends required number of Client Feedback Surveys;

9.  Reports outliers encountered, captures and reports frontline inputs and conserves policies/plans/ accounts;

10. Attends meetings, daily huddles if any and completes all computer-based trainings as required; and11. Prepares daily/weekly reports (as required) accurately based on agreed turnaround time.The CSA may also be required to do outbound calls to follow through unresolved/open cases or to assist in conducting compliance required outbound calls (Welcome Call) timely, accurately, professionally and courteously using the prescribed scripts and various Client Care systems.

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