The Finance Customer Service Agent will provide professional customer service support, both individually and as part of a project team, with a focus on assisting Reynolds’ customers with their payment related inquiries and needs offering high levels of customer satisfaction and efficiency.
gathering all the appropriate and necessary information and making sure it reaches the right team for resolution. In addition, the Finance Customer Service Agent will work on continuous improvement and will recommend and suggest process improvements to help the account’s success.
Handles inbound calls from customers.
Will document call information and redirect to different teams if applicable.
Will support continuous improvement.
Will support and help on process documentation.
Will comply with the assigned schedule to cover the hours of operation.
Will comply with the account's KPIs, such as AHT and QA.
Skills and Experience
English Spanish (Oral and writing 90 % or higher) (C1 level in English) Resource will adjust its schedule based on the account needs.
High School Diploma Schedule Flexibility Attention to detail Capturing every piece of important information during every customer interaction, making sure to properly document it and redirect it to the right team in order to guarantee that the customer's issue is resolved.
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
Reading Comprehension Understanding written sentences and paragraphs in work related documents. Speaking Talking to others to convey information effectively and efficiently.
Efficiency Achieving the account's KPIs without compromising the quality of the service provided to the customers. Service Orientation Actively looking for ways to help people.
Active Learning Understanding the implications of new information for both current and future problem-solving and decision-
making. Learning Strategies Selecting and using training / instructional methods and procedures appropriate for the situation when learning or teaching new things.
Writing Communicating effectively in writing as appropriate for the needs of the audience. Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.