Customer Care Advisor

Make your impact within a rapidly growing Fintech Company

As a Customer Care Advisor you will provide a consultative service experience through handling inbound and outbound customer contacts via chat, voice, video and email with a priority on first-contact resolution and future issue avoidance for our financial institution partners, Embed partners, and direct customers. Demonstrate expertise in a single product line and enhanced understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases and capabilities. Influence BILL culture across the CARE team including contributing to and participation in culture building programs and activities and consistently reflecting BILL values

This looks like:

• Approach each customer interaction with empathy and through effective active listening skills
• Develop expertise in the agent and product technology suite including Five9, Salesforce, Google Suite, etc.
• Demonstrate the ability to troubleshoot complex issues finding the best solution for the business and the customer- includes payment research concerns , advanced sync issues and escalations
• Demonstrate the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
• Enhance customer interactions by offering recommendations, cross-selling features or products or sharing new information thereby adding value beyond their initial inquiry
• Participate in proactive customer engagement projects to influence positive change in behavior and product use on the part of the customer
• Meet or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
• Meet service level agreements and uphold case management standards ensuring all cases and follow-up take place within 4 business hours
• Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
• Proactively identify leading indicators for an improved customers experience and participate in project to implement these changes at scale
• Adhere to attendance standards and guidelines
• Proactively seek feedback and training opportunities consistently
• Participate in proactive resolutions through customer survey results or leadership identification
• Participate in a minimum of two stretch projects each half year cycle
• Actively participate in UAT and Beta projects to drive improvements
• Participate in team meetings and contribute positively to team culture
• Act as a subject matter expert (SME) for team members through effective engagement in slack channels and sharing product or process updates
• Participate in onboarding and training program for new hire employees
• Provide feedback on content gaps and additional training resource needs for frontline representatives
• Always aim to be solution-oriented, take ownership and demonstrate accountability 

We’d love to chat if you have:

Required: 

• High School Diploma or GED
• 4 years in a complex service environment including financial services, healthcare, insurance, etc.
• 3 years managing escalated customer concerns 
• Customer orientation demonstrated through the ability to employ empathy and active listening effectively 
• Strong technical aptitude and troubleshooting skills including Google Suite, Salesforce and call center telephony systems
• Strong math and logic skills including basic algebra
• Strong attention to detail, organization and the ability to multi-task
• Strong verbal and written communication skills including college level English proficiency
• Ability to exercise sound judgment in all situations
• Passion for fostering customer relationships and upsell conversations
• Ability to thrive in a fast-paced, high-pressured changing environment
• Ability to assist customer via phone, chat, video, SMS, in-person and/or email

Nice to Have: 

• College degree or equivalent
• Bilingual 
• Experience in banking or financial services
• Experience in accounting or bookkeeping
• Experience in sales or customer success