Job Description

· Responsible for handling inbound calls from customer’s inquiries and complaints in a Financial / Bank Services environment.

· Maintain a positive, empathetic, and professional attitude toward customers at all times.

· Resolve service problems: clarify the customer’s complaint, determine the cause of the problem, select and explain the best solution to solve the problems, expediting correction or adjustment, follow up to ensure resolution.

· Ensuring customer queries are answered to their satisfaction.

· Using platforms and tools, systems to access the details of customers.

· Respond to customer queries in a timely and accurate way, via email or chat

· Address customer’s concerns related to the services and provide the best solutions for their need via a variety of communication channels that could include email, chat, or social channels

· Follow communication procedures, guidelines, and policies

· Respond to customer inquiries with compassion and select the best solution in an efficient manner

· Provide accurate and complete information by using our communication methods

· Escalate any customer complaints to the Operations Supervisor when needed and ensure solutions have been sorted at the same time.

Requirements and Qualifications

· English Speaker

· With at least two (2) years’ experience in BPO (Customer Service, Financial Service, Banking as a Service experience preferred)

· With at least one (1) year of experience working in a call center industry with chat support programs

· Knowledge in MS Office systems

· Knowledge in Virtual Desktop application navigation

· Knowledge in Google Docs, Forms, Sheets

· Excellent verbal and written communication skills(English)

· Excellent Work attendance track record

· Willing to work in a rotational shift environment

· Willing to work in shifting schedules/holidays

· Willing to work from home or at a local area site

· Basic knowledge of prepaid, debit, and credit cards

· Basic Knowledge and Understanding of Remittances

· Strong phone contact handling skills and active listening

· Customer orientation and ability to adapt/respond to different types of characters

· Ability to remain professional and courteous with customers at all times

· Very strong interpersonal and communications skills and strong comprehension skills

· Minimum Typing speed 30 WPM

· Average to excellent in spelling, grammar, and communication skills

· Ability to multitask (handling more chats concurrently / simultaneously)

· Ability to navigate tools

Knowledge, Skills, and Abilities

· Financial product knowledge

· Customer service oriented

· Problem-solving

· Documentation skills

· Phone skills

· Listening Skills

· Resolving conflict

· Analyzing information

· Customer service passion, skills, and experience

· Focus on quality and conflict resolution

· Ability to problem solve and communicate clearly

· Quality typing skills

· Multi-tasking

· Team player and self-motivated

Benefits of Working at UNIFIN

· At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.

· We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential. We recognize our top employees and help them succeed.

· When you join UNIFIN, you do more than join a company. You become part of a team of talented and self- driven individuals dedicated to bring success to the Company and their lives.

· Education:

· College degree (Preferred)

· Work Location:

· Multiple Locations

(Florida, Texas, New Mexico, Arizona and Chicago)

· Work Remotely:

· Temporarily due to COVID-19

· Job Type: Full-time

· Salary: $15.00-$17.00per hour

Work from Home Requirements:

Laptop or Desktop specs:

• Windows Operating System - Windows 10 or higher
• Processor Intel i5 or higher (AMD equivalent accepted)
• With at least 8gb RAM
• Ethernet port
• With at least 50gb Hard Disk Drive Space
• Back-up is required
• ISP Requirements at least 10Mbps download and upload speed (wired connection required)
• Other requirements
• USB noise-canceling Headset
• Quiet work space is required