International Customer voice support

Roles and Responsibilities :

• Handle international calls from clients across various countries, providing exceptional customer service and resolving their queries efficiently.
• Process international transactions, handle complaints, and escalate issues to senior representatives when necessary.
• Maintain accurate records of all interactions with customers using CRM software for future reference.
• Meet performance targets set by the company, including quality metrics such as first-call resolution rate and average handling time.

Job Requirements :

• 1-5 years of experience in an international BPO or call center environment.
• Proficiency in handling international voice processes, including accents and dialects common in different regions.
• Strong understanding of international processes and procedures related to banking industry.

Qualifications

• 1–3 years of experience.
• Graduate degree, preferably in Commerce.
• Experience in the 401(k) industry.
• ASPPA certification will be an advantage.
• Strong attention to detail.
• Strong client focus and the ability to develop relationships with internal and external clients.
• Comfortable working in high-volume situations with time constraints.
• Strong problem-resolution and time-management skills.
• Working knowledge of navigating a laptop, including Microsoft Office.

Competencies, Duties and Responsibilities

• Process client transaction requests and review transactions for accuracy, completeness, and adherence to all internal and external regulations.
• Partner with the Client Associate to work through complex processing issues and ensure timely completion.
• Develop a working knowledge of the client’s processing systems, group policies, and procedures.
• Build transaction-processing knowledge with the goal of demonstrating full proficiency in all brokerage and mutual fund functions designated under the respective training path. Maintain a balance between quality and productivity to meet department standards.
• Stay current with procedural updates and technology enhancements. Adhere to standard workflows and actively suggest process improvements. Efficiently leverage online resources to independently address challenges.
• Communicate verbally and in writing with clients to clarify incomplete or invalid paperwork. Work collaboratively to resolve complex processing issues and demonstrate urgency and accountability in completing requests on time.
• Participate in discussions on individual and team targets during team meetings and consistently update personal goals in a timely manner. Be comfortable being visible on camera in team settings.
• Provide necessary reporting, quality-assurance responses, internal-audit responses, and relevant paperwork as requested by the client’s Compliance, Global Security, or Assignment Leader. Maintain department standards for quality and productivity.
• Work collaboratively with peers and management in a strong team environment.
• Meet with the Manager to discuss performance, business trends, and issues impacting the team.
• Participate in special projects and perform other duties as assigned.