Customer Service (CS) Advance Specialist  

• Drive internal and external teams to solve emergent customer issues
• Analyze data to identify and drive solutions for customer issues
• Drive resolution for customer service quality issues
• Address languishing issues indicated by repetitive and advancing customer contacts
• Provide front-line customer service support when needed
• Conduct training as needed or assigned
• Support ramping new hires as a needed
• Provide intra-site and inter-site coordination as needed.
• Act as point lead and SME for Risk Team

• At least 2 years of college AND minimum of 2 year experience handling customer service in a BPO/call center environment, preferably related to the financial industry
• Excellent speaking-listening-writing skills, attention to detail, and is a self-starter
• Strong record of cross-organizational relationship building
• Demonstrated experience owning and driving to make things happen in a metrics-centric environment
• Customer Centric, with the ability to walk in customer’s shoes, and standing up as customer advocate without incurring financial loss
• Excellent planning, organizational and time management skills
• Amenable to work on a shifting schedule and during declared holidays
• Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
• High level of computer literacy, Strong Excel and Word skills
• Strong analytical skills and process orientation
• Possess a high energy, positive attitude. Focused on building relationships with our customers and co-workers across borders
• Fluency in English and Tagalog or Spanish

Preferred Qualifications

• Previous management or quality assurance experience
• Background in Remittances is desired but not required