Client support representative job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
About the role:
The Client Support Representative (CSR) is an entry level position, acting as the first tier of triage for all incoming client communications. The CSR's primary objective is to ensure incoming client support inquiries are responded to and resolved with speed, efficiency and professionalism. The CSR should always strive to go the extra mile to encourage client retention and is responsible for providing an above-average level of client satisfaction. To be successful, the CSR must have an in-depth knowledge of company products and services, effective communication skills and a genuine desire to assist and resolve issues. Along with providing excellence in service, the CSR will meet both team and personal goals as defined by the Client Operations Manager.

What you'll do here:
Answer incoming client inquiries and ensure an accurate assessment of the issue is documented and escalated or resolved within the defined SLAsHandle tier I tasks and issues, provide appropriate solutions, and follow up with client to ensure complete resolution and satisfaction Proactively identify and escalate at-risk clients and issues to team lead Embrace change and continually participate in suggestions to process improvements while promoting the Zego culture and spirit of teamwork Demonstrate an increasing level of knowledge and comprehension of Zego products and partner integrations Accurately document and update client records, support notes and interactions within the various software systems (Service Cloud, SFDB and Admin) Ensure compliance with Zego specifications and regulations and follow established policies, procedures and workflows Inform clients of new updates to services, seek opportunities to increase client's utilization metrics, identify up-sell opportunities and coordinate initial meetings with CSSAssist with and contribute to marketing and advertising initiatives Consistently meet personal/team goals and quotas and adhere to established work schedule Participate in POD Meetings

About you:
Familiarity with CRM, support & ticketing software systems and practices Proven ability to work in a fast paced, team centered work environment Proficiency with Microsoft Suite Products (Microsoft Excel, Word and PowerPoint) Excellent communication- verbal, written, interpersonal with strong active listening skills Ability to demonstrate effective problem solving skills and strong client orientation Detail-oriented and dependable, with a positive and inquisitive attitude Ability to multi-task, prioritize, and collaborate with multiple departments and stakeholders Exhibit a high degree of self-motivation and drive

Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Core Responsibilities

1. Handles and prioritizes complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.
2. Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.
3. Identifies applicable internal partners to collaborate with to develop solutions to complex issues. Identifies trends and contributes to process improvement efforts.
4. Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
5. Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.
6. Participates in special projects and performs other duties as assigned.

Qualifications
Minimum of two years related work experience required. Experience in client services preferred.Undergraduate degree or equivalent combination of training and experience required.This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

FINRA Series 7, 24, 63, 65, 66 or ability to acquire within department guidelines.

If you are offered and accept this position, and you do not have the necessary FINRA licenses for the role, then you must obtain the required licenses within the specified period of time. Additionally, if you are not currently registered with FINRA in any capacity, prior to moving into this licensed role, you will be asked to provide authorization for Vanguard to conduct a credit and criminal check in accordance with the FINRA regulations. Please note, the credit and criminal check requirement does not apply to crew who are currently registered with FINRA. Please reference the following article with regard to the licensing requirements of this position.
Special Factors:
You should be aware this will designate you as an Advisor Access Person and carries with it certain responsibilities and restrictions. Reference the Code of Ethics Policy for further details.

Vanguard is not offering visa sponsorship for this position.
About VanguardWe are Vanguard. Together, we're changing the way the world invests.For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.We want to make success accessible to everyone. This is our opportunity. Let's make it count.Inclusion StatementVanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Immediate need for 1099 entry-level applicants looking to earn a few extra dollars and get some great experience. This in-office opportunity can be a temporary to permanent role! Minimum hour requirement 25-40 hours per week.

Looking for a company that is growing and innovative? Enjoy working autonomously and being rewarded for a job well done? Join Raphael and Associates as Client Support , where you will be responsible for assisting premier field adjusters and exceptional examiners with an array of different tasks. Within this role, you will be able to quickly grow into an examiner or adjuster. The ideal Client Support candidate is a quick learner with exceptional interpersonal communication skills, along with a high degree of organizational skills.

Responsibilities:

• Manage the collection of data, import reports, and review associated materials
• Schedule inspection appointments for clients
• Manage vendor assignments
• Assist with client communications (ie: contact and acknowledgment letters)

Key requirements:

• Strong written and verbal communication skills
• Ability to work independently or in a team setting
• Excellent human relations and customer service skills
• Ability to multitask in a fast-paced environment
• Insurance/claims industry experiences are preferred but not required
• Can-do attitude, no job is too small

Company Overview:

Raphael & Associates is a third party claims administrator and independent claims adjusting company internationally recognized for exceptional service. We understand the importance of adapting to the demands of a dynamic market and we tailor our services to our client’s specific needs. As a claim organization, what we do is complex. Our mission is simple: to provide outstanding service, retain extraordinary professionals, and utilize the best technology in the industry!

As a leading organization in the industry, we offer dynamic and challenging opportunities to individuals who want to make a difference. We value camaraderie, vision, a passion for excellence, creativity, and a “roll-up-your-sleeves, get it done” mentality. We are searching for experienced, energetic, creative, and self-reliant professionals for exciting career opportunities!

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