Banking Customer Experience Specialist - Onsite

Teleperformance USA • Bristol, TN • 2d ago

Category : Customer Service/Support

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

This position will be based on-site at our Augusta, GA location.

Your Responsibilities

As a Banking Customer Experience Specialist, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

Provide customer support to customers via telephone and/or Internet, e.g., instant message, email.

Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move the customer to appropriate Product Support Specialist.

Provides customer support by phone, email or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.

Processes a high volume of customer inquiries regarding offered products and services and resolves a targeted percentage of those inquiries.

Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.

When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.

Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.

Updates customer information and ensures accurate entry of contact information.

Meets standards of job, such as quality standards, adherence to schedule and average handle time.

May provide guidance and/or mentoring to less experienced associates.

Other related duties assigned as needed.

This position is on-site in Bristol, TN

We're looking for fearless people - people who are inspired to deliver only the best in all that we do.

Qualifications:

High School Diploma or equivalent.

IT/Network certifications/degrees preferred

Minimum of 6 months of customer service experience.

Must be 18 years of age or older.

Ability to @type at least 25 words per minute.

Proficient in PC operation and navigation

Entry-level network troubleshooting

Ability to set up home Wi-Fi network

Ability to set up and configure a router or switch

Core proficiency with a laptop or desktop computer

Comfortable with desktop computer systems and have general knowledge of Windows-based systems.

Customer service and/or sales experience preferred.

College degree preferred but not required.

Key Competencies:

Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.

Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.

Communication: Outstanding communication, listening, and analytical skills.

Organizational Skills: Strong organizational and problem-solving skills.

Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.

Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.

Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.

Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

EOE/Disability/Vets

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