Consumer Customer Operations Analyst - Tier 2
About The Position
This is an advanced Tier 1 / emerging Tier 2 customer support role requiring deeper product knowledge and increasing ownership of non-routine cases. The position is a critical customer-facing role and serves as the primary contact for selected clients. The analyst demonstrates effective leadership and collaboration with team members and other departments, and assists colleagues with complex problem resolution, including compliance issues. The role communicates with customers by telephone, email, and live chat to provide product and service information, troubleshoot issues, resolve problems, and answer inquiries. It involves learning and applying procedures and comprehensive job-related information accurately and promptly.
Requirements
- High school diploma.
- At least 2 years of client-facing customer service experience.
Nice To Haves
- Customer service experience in banking, financial services, or a regulated environment.
Responsibilities
- Communicate with customers by telephone to provide product and service information, troubleshoot, and resolve customer issues.
- Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
- Describe products and services to customers in response to their questions and issues.
- Learn and apply procedures and comprehensive job-related information in a timely and accurate manner, recalling and applying it during customer calls and emails.
- Answer secure and unsecure email and live chat inquiries by clarifying the information requested, researching and locating information, and providing accurate responses.
- Assist colleagues with complex problem resolution, including compliance issues, while collaborating with team members and other departments.
Benefits
- Medical, dental, vision, and life insurance.
- Paid sick leave, three weeks of vacation, and holidays (about 11 per year).
- HSA or FSA account and other voluntary benefits.
- 401(k) retirement savings plan with employer match.
- 529 savings plan.
- Employee mortgage loan program.
- Free access to an Axos Bank account with self-directed trading.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
