Description
As a Level 1 Support Representative, you will be the first point of contact for Quavo’s clients, providing exceptional service and resolving routine issues related to our fraud and disputes solutions. You’ll play a key role in ensuring client satisfaction and maintaining compliance with industry regulations by delivering timely and accurate support.
Responsibilities Include:
- Client Support:
- Serve as the primary contact for client inquiries via email, chat, and phone.
- Assist clients with login issues, system navigation, and basic workflow questions.
- Provide accurate guidance on regulatory requirements, such as Reg E and Reg Z compliance basics.
- Issue Resolution:
- Diagnose and resolve common issues, including case creation, routing, and system alerts.
- Escalate complex or unresolved issues to Level 2 Support with detailed documentation.
- Documentation:
- Maintain detailed records of client interactions in the case management system (CMS).
- Identify patterns in client feedback and recommend improvements to internal processes.
- Collaboration:
- Work closely with the Account Manager team to address client concerns and escalate critical issues.
Required Skills and Qualifications
- Bachelor’s degree or equivalent experience in customer service, business, or a related field.
- 1+ year of experience in customer support, preferably in SaaS or financial services.
- Knowledge of fraud and disputes processes is a strong advantage.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in case management systems and basic troubleshooting tools.
- Bilingual preferred
- EST time zone preferred
