BPS Operations Processing Agent – Call Center

This is a fully remote position, open to applicants in Alabama, +2 more states.

📋 Description

• Responds to customer inquiries through telephone, email, SMS, and chat to facilitate problem resolution in alignment with the organization's service standards.

• Engages in both receiving and placing phone calls, which are mainly routine but may occasionally require deviations from established screens, scripts, and procedures.

• Addresses customer inquiries related to telephone services, orders, service requirements, and complaints, providing responses where appropriate or directing them to technical/service areas.

• Maintains a comprehensive and up-to-date understanding of the company's and assigned client's products and services.

• Analyzes customer service needs for communication with service and technical departments when necessary.

• Resolves basic or tier 1 payment and account-related inquiries, including but not limited to card activations, payments, and updates to name and address for cardholders (customers) of 1-2 assigned company clients.

• Utilizes standardized or scripted responses by leveraging user-friendly Graphic User Interface (GUI) screens for client systems along with established documentation and processes.

• Inputs necessary data into client-provided systems and databases.

• Identifies basic reasons for customer issues using a client-provided decision tree and escalates or refers unresolved customer complaints and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.

• Begins to develop foundational knowledge and familiarity with products, policies, and procedures for a limited number of clients, along with an understanding of association guidelines and compliance by frequently consulting online manuals and specific client training necessary to address cardholder inquiries.

⛳️ Requirements

• Strongly preferred to have at least 6 months of call center experience within the last 2 years.

• High School Diploma or Equivalent is required.

• Must possess the ability and flexibility to work assigned hours, as this is a 24/7 Call Center.

• This role requires availability for all work shifts, including days, nights, and weekends.

• The position necessitates being on camera during training and at other times as required by your supervisor.

• Your internet router/modem must be situated near your desk/workstation, as you will need to connect directly to the router/modem via an ethernet cable on the first day of training.

• Wireless internet providers or routers cannot be utilized.

• All necessary equipment will be provided.

🏝️ Benefits

• Opportunities to create a significant impact in the fintech industry.

• Personal and professional development opportunities.

• An inclusive and diverse work environment.

• Resources available to contribute to your community.

• Competitive salary and benefits package.