Client Technical support (Dispute or Fraud), Pittsburgh

As a Client Technical Support Representative, Senior, you can look forward to:

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• Answering incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns
  
• Resolve Issues related to credit cards, debit cards, Fraudulent  and other transaction
  
• Providing accurate information and quality customer service
  
• Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
  
• Resolving problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
  
• Meeting individual customer service call volume and quality expectations
  
• Acting as a liaison between client and Card Services department
  
• Sharing standard methodologies with other customer service claim teams
  
• Responding to client inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
  
• Promoting and maintain positive customer relations utilizing service excellence techniques
  
• Participating in meeting team goals for service, quality and cost
  
• Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality
  

Basic Qualifications For Consideration

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• High School Diploma or equivalent required. Bachelor's degree preferred.
  
• Previous experience in Financial Services institution is preferred.
  
• Minimum of 1-2 years of call center or help desk experience is preferred.
  
• Excellent customer service and active listening skills
  
• Superb communication Skills (verbal and written).
  
• Demonstrated experience working well in a close team environment.
  
• Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed.
  
• Ability to make decisions and solve problems that range in complexity. Significantly complex technical issues will be referred to second level support team.
  
• Solid PC (MS Office) skills and the ability to type 35 wpm or greater