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Nils Krumins

Customer Support Representative

11/6/2019

Verdigris Holdings Inc. is seeking to make banking services more accessible through a technology-enabled, community-first approach.  Karrikin is a start-up technology organization that provides technology solutions to its holding company, Verdigris Holdings, Inc. 

The mission is to engineer and support best in class, inexpensive automated solutions that minimize risk and exponentially enable financial institutions to better serve underbanked and unbanked customers, so that one day all people will have access to financial services.


Customer Support Representative

DUTIES AND RESPONSIBILITIES

•    Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

•    Ensure customer support is timely and accurate on a daily basis

•    Follow established service protocols, procedures, best practices and SLAs

•    Follow up with customers to identify areas of improvement

•    Provide customer feedback to the appropriate internal teams, such as recommendations for potential product features or services

•    Prepare product or service reports by collecting and analyzing customer information

•    Contribute to team effort by accomplishing related results as needed

•    Manage large amounts of incoming calls, chats and emails

•    Generate sales leads

•    Identify and assess customers' needs to achieve satisfaction

•    Build sustainable relationships of trust through open and interactive communication

•    Provide accurate, valid and complete information by using the right methods/tools

•    Meet personal/team sales targets and call handling quotas

•    Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

•    Keep records of customer interactions

•    Follow communication procedures, guidelines and policies

•    Go the extra mile to engage customers

•    Resolve customer complaints via phone, email, mail or social media

•    Reach out to customers and verify account information

•    Greet customers warmly and ascertain problem or reason for calling

•    Cancel or upgrade accounts

•    Advise on company information

•    Suggest and create FAQ information

•    Attempt to persuade customer to reconsider cancellation

•    Inform customer of deals and promotions

•    Upsell products and services

•    Utilize computer technology to handle high call volumes, chats and emails

•    Work with customer service manager to ensure proper customer service is being delivered

•    Close out or open call records

•    Compile reports on overall customer satisfaction

•    Read from scripts

•    Handle changes in policies or renewals

•    Resolve customer complaints via phone, email, chat or social media

The successful applicant will have the following experience and skills:  

•    High school diploma or equivalent and 1-3 years of experience working in an external customer support capacity; college degree preferred

•    Excellent written and verbal communications skills in English and Spanish

•    Ability to provide instructions to a non-technical customer 

•    Customer-service oriented with problem-solving skills 

•    Experience utilizing CRM or ticketing systems (MS Dynamics and Twilio preferred) 

•    Experience in retail banking or financial services industry is preferred

•    Track record of over-achieving quotas

•    Strong phone contact handling skills and active listening

•    Customer orientation and ability to adapt/respond to different types of personalities

•    Excellent presentation skills

•    Ability to multi-task, prioritize and manage time effectively

•    Ability to stay calm when customers are stressed or upset

•    Comfortable using computers

CONTACT DETAILS

Company Website 

www.verdigrisholdings.com

Office Location 

Scottsdale, AZ

Email Address 

HR@veridgriscapital.com


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