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CAN Capital · 1 month ago

Customer Service Representative (Hybrid\-Marietta, Georgia)

Marietta, Georgia, None

Full-time

Hybrid

Entry, Mid Level

2+ years exp

CAN Capital is seeking a highly skilled problem solver, with a keen eye for detail, who is passionate about providing world-class customer care to small business customers. The Customer Service Representative will provide information to customers in response to inquiries about products and services along with explaining how to use account features and solve customer portal problems.

Business DevelopmentCommercial LendingFinanceFinancial ServicesFinTechLendingWealth Management

Responsibilities

Professionally handle incoming requests from customers and ensuring that the customers are attended to promptly and all their challenges are resolved without delay, via phone and email

Listen and respond to customers’ needs and concerns with empathy, building rapport and creating a strong bond and relationship with the customer

Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking

Ensure that all policies and procedures, code of conduct and guidelines are strictly complied with

Make every interaction matter in pursuit of resolving customer issues on the first contact, elevating customer satisfaction, and building loyalty

Establish and promote cordial relationships with customers

Maintain a balance between company policy and customer benefit in decision-making

Escalate customer matters to designated departments for further investigation

Provide translation assistance to other departments as needed

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

Process customer requests and account changes according to established department policies and procedures

Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken, into specified databases

Qualification

Customer Service experienceFinancial services knowledgeMS Office proficiencySalesforce experienceSpanish fluencyMulti-tasking skillsCommunication skillsProblem-solving skillsAttention to detailAdaptability

Required

2-4 years of Customer Service experience in financial services industry and/or Business to Business

Strong communication and listening skills are required

Intermediate proficiency with MS Office products: Teams, Outlook, Word and Excel

Ability to use, understand and use digital technology and information effectively is required

Excellent customer service skills: communicating clearly, with empathy, adaptability, positive attitude, self-control/patience, taking responsibility, effective listening, time management, willingness to improve, pro-active problem solving

Good organization, prioritization and attention to detail

Must possess excellent multi-tasking skills and be able to function under pressure

Ability to calculate figures and amounts such as discounts, balances, and percentages

Ability to solve practical problems and deal with a variety of subjects in a dynamic environment

Demonstrates characteristics such as flexibility, adaptability, responsive to coaching and feedback

Ability to be productive in a hybrid environment

Intellectual curiosity and drive to learn and grow

Continuous improvement mindset (ability to identify and communicate opportunities for improvements to processes)