Card Support Specialist

Job Description

Job Description

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 directly

from call center staff

Build relationships and effectively communicate across teams to share information and

insights

Demonstrate effective analytical and communication skills while gathering and providing

information to customers, and formulating decisions

Direct customer de-escalation

Tactically 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 the

Customer

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 and

responsibilities on an ongoing basis

Ability to work independently with minimal supervision while knowing when to escalate

issues.

Company Description

Connecting Companies with Good Employees, and Employees with Good Companies!!

Company Description

Connecting Companies with Good Employees, and Employees with Good Companies!!