Primary Responsibilities
Attention to Customer
Providing excellent service to customers.
Inform the customers about our services, locations of stores or concerns they may have.
Record customers complaints.
Follow up on claims until finding a solution.
Send complaints from customers to the companies who provide the services.
Inform customers the outcome of their claim.
Various processes and refunds to customers.
Call beneficiaries for clarification.
Special Working Conditions: Call Center Representatives will be required to work shifts including nights, Saturdays, Sundays and holidays.
Eligible for Shift Differentials Rate (additional from base hourly rate):
- Weekends, 6am – 12pm : $0.50/hour
- Weekends, 12pm – 12am : $1.00/hour
Attention to Stores & Remote Locations:
Assist SAI, SAII & Agents regarding our services.
Solve our clients’ problems through support from the SAI, SAII.
Check status of money orders and bank accounts when the customer or the SAI, SAII request.
Support SAI’s while opening a store and any possible problems with the system.
Authorize cancellation of transactions and / or special modifications.
Capture operations when the SAI, SAII, & Agents have difficulties.
Attention to Agents:
Wires capture from telephonic Agents.
Assisting Agents on any situation regarding our Services.
Solve the problems of our agents.
Check status of money orders and bank accounts when the client or the agents request.
Support Agent with the problems with the system.
Authorize Cancellation of transactions and / or special modifications.
Capture operations in support of the agents with any technical difficulties and the agencies authorized telephone.
Administrative functions:
Make Reports and off duties activities concerning customer service.
Contact Supervisors and Territory Managers to confirm any issues with their stores/agents.
Filling and updating the different formats of internal control.
Address comments, questions or gaps from the SAI, SAII, & Agents to the areas in charge.
Maintain space and equipment clean and orderly in your workplace.
Comply with the instructions of his/her superiors.
Adhere to the guidelines of Corporate Security.
Attend training or retraining for new services indicated and subject to any assessment
Comply with and enforce the Rules of Compliance and Privacy.
Meet all the additional tasks identified by the company management.
Requirements:
Dynamism and dedication to customer service.
Bilingual in Spanish and English language Required.
Skill in handling customers' telephone and Fax.
Basic computer knowledge (Word, Excel).
Initiative, unquestioned integrity, ability to adapt to a changing work environment.
Basic knowledge in mathematics.
Ability to perform multiple tasks simultaneously.
Attention to detail.
Ability to resolve conflicts and complaints from customers in an effective and friendly.
Ability to work under pressure.
Ability to work as a team.
Flexibility and willingness to work a flexible schedule including weekends.
High School Diploma or GED- or equivalent from country of origin.
If you are an internal employee you will need have been in your current position for at least 6 months.
Some of the physical activities performed by Call Center Representatives and environmental conditions experienced are: sitting for extended periods of time with headset on while monitoring up to two computer screens; typing information into the computer using a computer keyboard; coordinating eye/hand movements while handling calls and operating a console and computer; speaking calmly and clearly in order to elicit information and give instructions to a continuous flow of callers under stress; listening carefully to clearly understand information; making responsible decisions where timing is critical; and sitting within hearing distance of other call takers working under similar conditions.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.