If you are looking to join a world-class payments fintech based out of NYC keep reading!
Responsibilities:
Supervise and guide a team of Customer Service Representatives, ensuring adherence to Company policies and procedures.
Train Customer Service Representatives on correct procedures.
Define roles and responsibilities within the Customer Service team and create a training program for onboarding new team members and ongoing development for existing staff.
Oversee the customer service queue by monitoring, assigning, and responding to incoming calls and emails daily. Generate trouble tickets in Fidelity’s Customer Assistance and Ticketing System and follow up with clients for resolution.
Record customer issues using the current online information management system and any new third-party tools adopted for process documentation in the Customer Service role. Manage the escalation and resolution of customer service issues.
Ensure prompt reporting, referral, follow-up, and escalation of merchant issues to minimize service disruption and impact on Fidelity clients.
Develop and maintain knowledge bases and training materials for both internal and interdepartmental training and onboarding.
Serve as a liaison between merchants and internal departments to communicate, research, and investigate client issues, working towards ticket resolution.
Analyze data and workflows to identify root causes and recommend solutions to current problems, improving efficiency for future issues.
Review workforce capacity and utilization, maintain appropriate coverage schedules, and analyze inbound and outbound call and ticket volumes to optimize workforce scheduling.
Resolve scheduling and time-off request conflicts on a daily and periodic (holiday, vacation) basis.
Handle escalated issues that customer service agents cannot resolve, including conflict management and resolution.
Participate in inter-departmental initiatives for knowledge sharing, process improvement, and clarifying departmental roles within overall customer support.
Review inbound CSAT survey feedback for root cause analysis and corrective actions.
Document, distribute, and train staff on corrective action plans based on feedback from merchants, sales agents, and internal staff.
Requirements:
High school diploma or equivalent; some college coursework (Bachelor’s or Associate’s) preferred.
Minimum two years of experience in a customer service leadership role, with over three years preferred.
Proficient in keyboard and computer skills, especially Microsoft Office applications.
Strong written and verbal communication skills.
Excellent problem-solving and negotiation abilities, capable of handling difficult customer interactions.
Ability to identify, resolve, and escalate complex issues.
Demonstrated commitment to high-quality customer service and a customer-first problem-solving approach.
Effective time management skills to assist a high number of merchants while maintaining detailed notes and follow-up.
Ability to work in a fast-paced environment as part of a team, while taking ownership and responsibility for team and individual tasks.
Capable of working independently with minimal supervision, using pre-set company policies, procedures, and standards, as well as contractual agreements as guidelines for interactions and activities.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Financial Services
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