What are the responsibilities and job description for the Client Services Representative I position at Dedagroup?
Location: Hawaii (United States of America)
Experience: minimum of 3 years
What To Expect From This Position
You will join VisiFI, part of Deda Group, a thought leader in fintech solutions that introduces innovative approaches to help credit unions across the country compete more effectively in the ever-changing consumer finance market.
You will be responsible for confers with customers by telephone, customer portal, email orin person to provide information about products or services, solve issues, take or enter requests forother departments, submit feature requests, or obtain details of any other necessary product orservice complaint, improvement, or other pertinent information. This individual interfaces well withproduct specialists, project managers, technical leads, engineers and clients to ensure a successfulclient support experience.
Key Responsibilities
Work is performed in an office environment and involves everyday risks or discomforts that require normal safety precautions. Work is primarily sedentary, with occasional walking, standing, bending, and carrying items under 25 pounds, such as books, papers, and small parts.
Experience: minimum of 3 years
What To Expect From This Position
You will join VisiFI, part of Deda Group, a thought leader in fintech solutions that introduces innovative approaches to help credit unions across the country compete more effectively in the ever-changing consumer finance market.
You will be responsible for confers with customers by telephone, customer portal, email orin person to provide information about products or services, solve issues, take or enter requests forother departments, submit feature requests, or obtain details of any other necessary product orservice complaint, improvement, or other pertinent information. This individual interfaces well withproduct specialists, project managers, technical leads, engineers and clients to ensure a successfulclient support experience.
Key Responsibilities
- Opens customer cases for tracking purposes and extends resolution to all customer matters within published client support guidelines.
- Checks to ensure that appropriate changes were made to resolve customers' problems and communicate to customer.
- Keeps records of customer interactions, records details of inquiries, complaints, or comments, as well as actions taken.
- Refers unresolved customer grievances or cases requiring further escalation to Product Specialist or other Senior Leaders for further investigation within published timeframes.
- Responds to inquiries; notifies customer of changes, updates or any planned adjustments.
- Performs customer research as needed; aids team members with Client Support functions that, in turn, increase their responsiveness & readiness as front-line agents.
- Assists in maintaining case tracking or other customer data within customer repository.
- Performs special requests, projects and billable projects as needed.
- Maintains the quota for logging into the support phone system.
- Maintains professionalism and acts courteously when working with customers and coworkers; is proactive in identifying issues for customers; recommends useful products, tools or training to customers when appropriate. Shows empathy to customer needs and develops a trusting relationship by following through with necessary or promised actions.
- Strives to maintain accurate and efficient resolution of presented cases.
- Opens technical requests, defects, features, or requirement gaps. Makes sure JIRA ticket is clear and concise, has all supporting documentation and is prioritized correctly.
- Attends meetings, staff training, and product & release training as required; continuously furthering expertise in VISIFI products and solutions.
- Other duties as assigned by manager.
- Minimum of 3 years of customer support experience, preferably in a credit union or similar financial institution.
- Strong interpersonal skills and motivation to resolve customer issues efficiently.
- Ability to assess customer needs and provide high-level satisfaction.
- Knowledge of business application systems and terminology, including Salesforce, JIRA, corporate web tools, XML, HTML, and internet protocols/security.
- Understanding of VISIFI’s product and service offerings.
- Ability to assist assigned customers strategically.
- Strong problem-solving and analytical skills, with the ability to structure and articulate client needs.
- Effective written and verbal communication skills.
- Ability to collaborate across various departments and document customer needs within the VISIFI SDLC process.
- Salesforce
- JIRA
- Rippling
- Microsoft Outlook
- Microsoft Office Suite, including Excel
- Public speaking skills are a plus.
- Strong teamwork abilities, adaptability, and problem-solving skills.
- Effective communication and ability to work in a dynamic environment.
- Service-oriented mindset with a proactive approach to assisting clients.
- Strategic thinking and the ability to adapt strategies to changing conditions.
- Active listening and learning capabilities.
- Professionalism in handling customer interactions and teamwork.
Work is performed in an office environment and involves everyday risks or discomforts that require normal safety precautions. Work is primarily sedentary, with occasional walking, standing, bending, and carrying items under 25 pounds, such as books, papers, and small parts.
