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CUSTOMER RESPONSE TEAM ANALYST - SOCIAL MEDIA NetSpend
THIS JOB HAS EXPIRED
DESCRIPTIONThe Customer Response Team Analyst - Social Media is responsible for responding to highly escalated consumer complaints through various channels. This includes, but is not limited to, handling inbound or outbound potentially escalated call types from/to Netspend customers, researching and responding to customer inquiries/escalations through various channels, and assisting CS Level II or III Agents and/oror other individuals throughout the company with customer resolution.
Responsibilities:
Resolve escalated issues related to pending authorizations, pending deposits, fraud and charge backs (disputes), distributor agents, or any complex issue that can not be resolved at the CSII or CSIII agent level
Consistently make sound judgment calls to resolve escalated customer issues
Issue large monetary adjustments for refunds and/or charges
Process large monetary transfers between accounts
Assist Team Leaders and Managers as necessary
Identify opportunities for process improvements in customer service that lead to higher standard of service for NetSpend customers
Become an advocate of the Company in social media spaces, engaging in dialogues and answering questions where appropriate
Regulary provide feedback insights gained from social media monitoring into Marketing and user experience, to help them evolve their strategies in a timely fashion
Skills/Education/Experience:
Two or more years of Call Center experience, preferably in an escalations or supervisory capacity
Ability to effectively communicate information and ideas in a written and verbal format and build and maintain relationships
Strong organizational skills
Ability to demonstrate leadership skills
Ability to collect and analyze large volume of data to assist in identifying trends/process gaps
Must exceed current performance objectives for productivity, quality and resolution timeliness
Strong knowledge of Netspend products and processes
Relates well to all kinds of people
Project management/coordination ability
Able to multi-task while working in a fast-paced environment
Ability to work a flexible work schedule, according to the call center hours
Proven experience in successfully resolving customer issues according to the NetSpend Call Center metrics
Some college classes preferred; 1yr. of high level problem resolution in the customer service environment may substitute for each year of collegeSelf-starter with sharp eye for detail required
Ability to work well in a collaborative work environment
Bilingual/Spanish preferred
As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.
| Location: | P.O. Box 2136 Austin, TX 78768 United States |
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THIS JOB HAS EXPIRED
NetSpend
Investors: Oak Investment PartnersAll Jobs: at NetSpend
| Web Site: | www.netspend.com |
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| Headquarters: | P.O. Box 2136 Austin, TX 78768 United States |
| Industry: | Financial Services |
