Business Support Verifier

U S MONEY RESERVE INC•Austin, TX

6d•Onsite

About The Position

A significant component of the delivery of our experience is the service that is provided by our administrative support professionals. We are looking for someone who is motivated, qualified, and equipped to keep up with the sales pace. Business Support is the department that supports the sales effort by confirming orders with customers, assisting them in obtaining educational materials, processing orders and following up with sales agents and clients, including a high volume of emails and phone calls throughout the day. This group's mission is to provide world-class service to our existing client base through excellent customer service. The goal is to establish a value-added relationship with our current clients. You will be provided with tools and programs to provide excellent customer service, knowledge and communication between our clients and their Account Executive. Business Support is involved in all steps of the ordering process, from Verifying all orders submitted through the company, through the delivery of all packages. This job is ideal for someone who is: dependable, adheres to the work schedule provided, adaptable/flexible, career focused, functions well in a team environment and is extremely detail oriented. We provide on-the-job training in our systems and how to quickly and efficiently locate the information needed for customer inquiries. This job will require you to have a clear, excellent speaking voice and phone etiquette with the ability to focus and multi-task with competing distractions in a fast-paced environment. Candidates will have a great working relationship with others on the Business Support team in all offices. We are looking for professionals experienced in over-the-phone customer service, who work well in a team environment with the ability to answer and manage incoming calls and emails quickly, politely, empathetically and with a professional voice and manner. We are a culture of high performers with the utmost commitment to integrity. Our team environment is full of initiative-taking and supportive colleagues, and we can’t wait for you to be a part of it.

Requirements

High School Diploma (or equivalent)
College Degree; or four plus years’ experience providing customer service or support to clients
Positive attitude
Ability to handle multiple tasks and operate in tight deadlines
Exceptional computer skills including ease of toggling between multiple systems to complete tasks in a timely manner
Ability to focus and multi-task with competing distractions in a fast-paced environment
Excellent reading and interpretation skills
Adhere to work schedule provided
Excellent voice and phone etiquette
Strong attention to detail while maintaining focus on overall quality and accuracy
Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
Answer and manage incoming calls and emails
Proficient typing, at least 80 wpm
Team player; Works well with others in a team environment
Ability to memorize, recall, or research answers quickly
Work history which demonstrates stability and aptitude for advancement
Proficient computer skills (ability to access email and the Internet) and proficiency in Outlook, Word and Excel are required.
Excellent written and verbal communication skills
Outstanding teamwork and time management skills
Excellent interpersonal skills
Excellent listening skills
Strong collaborative mentality with a desire to achieve personal and company performance goals
Ability to interact with clients and team members in a professional and respectful manner
Detail-oriented and self-motivated
Curiosity and ingenuity to help implement new client‐related technology solutions as well as creatively build and maintain methods and procedures of the company

Nice To Haves

Experience in financial services
Previous call center experience is a plus
Microsoft Dynamics 365 is a plus

Responsibilities

Speaking directly with customers to confirm accuracy and completeness of all orders, following our Verification scripts verbatim.
Confirming customers’ understanding of our company policies and recommendations.
Supporting all locations in Arizona and Texas.
Following up with the customer and Account Executive as needed throughout the ordering process.
Following and adhering to all policies and procedures.
Logging into phone system, ready to go at the start of shift.
Documenting customer interaction and making notations to customer records within the appropriate system.
Ensuring all tasks are completed before leaving for the day.
Business Support maintains a flexible end time as our day is done only once all our tasks are completed for the day, the board is clear, and all Sales staff have departed for the day.
Retaining information when cross-training on different tasks/SOPs.
Entering customer information & order processing across multiple software systems.
Reviewing customer accounts and correcting/adjusting upon request.
Handling order inquiries from account executives, managers and customers.
Maintaining current review of incoming emails.
Providing clients, account executives and team members with high quality, individualized phone support, processing and satisfying inbound requests for information, and providing suggestions to ensure we provide world class service to our clients.
Processing clients’ orders with precision and following through on any needed details including keeping the account executive informed of any changes.
Delivering accurate and prompt resolution of requests and relaying necessary information to clients, our agents and internal staff.
Researching and analyzing requests to ensure successful outcomes and/or resolutions.
Reviewing notes, requests and emails from account executives and completing action items promptly.
Documenting all communication and updates on customer records in a timely manner.