The Member Care Agent is responsible for resolving member-initiated issues to the highest professional standards. The objective of the position is to advocate for our members by delivering world-class customer service and first contact resolution. Our agents will be the first point of contact for our "digital native" members who may use social media channels or online review sites to get in touch with our team. Member Care Agents handle anything from online registration and account activations to money transfers, mobile app questions and general product info. Our members manage their life via their mobile devices, so they love to use digital tools. The Member Care Agent will handle both inbound and outbound calls, emails, chats, online review and social media inquiries for Green Dot Corporation and all subsidiaries for a variety of customer and partner related concerns. In addition, the Member Care Agent will be responsible for maintaining daily reporting and identifying trends.
Support Online Reviews program, including monitoring and providing written responses to customer reviews/complaints on key corporate and product review channels and product mobile apps.
Support Social Media Member Care program, including serving as highest point of escalation by researching and resolving highly escalated customer concerns. Respond via facebook, twitter, Instagram or by direct phone contact.
Ability to resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve customer concerns.
Enhance the organization's reputation by serving as the voice of the business across the online review community.
Accurately document and report product defects outlined by members.
Report on any negative trends identified when communicating with members or partners.
Maintain contact center database by entering information accurately.
Accountable for multi-tasking, as well as answer all inquiries from specified queues when needed.
Consistently meet productivity and performance quotas.
1 year related experience in a Customer Service or contact center environment.
High School Diploma required; some completed college coursework preferred.
Social Media and Online Review experience preferred.
Strong customer service and conflict resolution skills.
Strong verbal and written communication skills, presentation skills, and a high level of comfort in presenting products and concepts.
Strong organizational, time-management skills, attention to detail, sense of urgency and the ability to perform multiple tasks simultaneously.
Proficient in desktop applications, specifically Microsoft Office products.
Experience with both iOS and Android operating systems and related applications.
Banking or Financial Services experience a plus.
Must be able to work overtime and flexible hours as required and work a schedule which may have early morning, evening, weekend and/or holiday hours. Performs miscellaneous job related duties as assigned.
The qualified candidate must be able to handle escalated customer concerns or issues in a professional manner.