Customer Service Representative

• Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Escalate questions and issues to more senior employees

• 6+ months of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through work experience, training, military experience, education
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues
• Ability to execute in a fast paced, high demand, metric driven call center environment
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism
• Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information
• Knowledge, understanding and experience of internet, mobile, and social media technology

Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers

• Shift differential of 15% under the terms of the shift differential policy
• Paid training
• In-depth classroom training, continued on-the-job training, and coaching