Senior Analyst - Operations
eClerx · Muntinlupa
Duties and Responsibilities:
- Guide customers through the rollover experience and answer their questions through chat, e-mails, and phone calls
- Become an expert on 401ks, rollovers, and IRAs
- Communicate with financial institutions and employers on behalf of customers to help with their transactions, where necessary
- Contribute to our internal knowledge-based and external FAQs based on customer questions/comments
- Synthesize customer feedback and share with other team-members
Skills and Qualifications
- At least 1 year experience in an account handling US 401ks, rollovers, and IRAs, or KYC outreach (voice) experience, or any other experience as a financial CSR in a voice account
- At least vocational degree or college degree
- Experience working at a BPO is a plus
- Experience working in the financial services industry is a major plus
- Fluent in English with a neutral accent
- Strong interest in helping people achieve their financial goals
- Familiarity with customer service best practices and tools
- Ability to work flexible hours if necessary to solve customers’ problems
- Experience at a startup or similar fast-paced organization, a plus