Customer Advocate

Summary

Join Education at Work's Client First Center team as a remote customer support representative. You will engage with customers via phone, email, social media, and chat, addressing inquiries about bank products and services. Responsibilities include resolving customer issues, identifying sales opportunities, and maintaining accurate account information. This role offers competitive pay, tuition assistance, mentorship, and paid training. Success requires excellent communication, problem-solving skills, and a proactive approach. The position is fully remote but requires availability during specified hours, including some Saturdays.

Requirements

• Proactive mindset with the ability to prioritize tasks, seek assistance when needed, and collaborate effectively within a team
• Excellent verbal communication skills, comfortable engaging with customers over the phone, and dedicated to providing exceptional service
• Strong organizational, planning, and time management abilities
• Demonstrate empathy, patience, and a positive attitude in all customer interactions
• Attention to detail and commitment to meeting departmental and individual goals, including call metrics and quality standards
• Maintain PCI Compliant workspace
• Must be available to schedule work during FFB Core Work Hours, with some Saturday hours required: Monday through Friday: 6:00 am - 8:00 pm MT Saturday: 6:00 am - 12:00 pm MT Sunday: 7:00 am - 12:00 pm (last Sunday of the month only)

Responsibilities

• Answer customer inquiries about bank products and services through phone, email, social media, and online chat
• Recognize sales opportunities and refer clients to sales associates
• Remain current on products, services, policies, and procedures
• Resolve customer issues through account research and utilization of support materials and resources
• Perform customer account transaction and maintenance activities accurately
• Strive for first contact resolution of customer inquiries, transactions, and problem resolution
• Escalate customer requests requiring additional knowledge or expertise as defined by department leadership

Benefits

• Competitive pay with wages starting at $14 an hour
• Fully remote position
• Earn tuition assistance as you work
• Mentorship/Coaching opportunities
• Paid in-person training. (Training will be held in Greensburg, IN)