Your responsibilities
- Act as a single point of entry for all cases (both emails and calls) related to:
- Customer service support for providing credit line amounts, requests for an increase, and status
- Launch activities that include customer service support for onboarding, validation calls, special projects and cards
- Invoice management activities that include customer service support for authorizations, billing management, and invoice processing
- Customer service activities that include support for disputes, account changes, merchant reimbursements and web/portal activities
- Cash application and account receivables (A/R) management activities that include manual cash application, customer service support for providing invoices, end-user guidance for payment application via portal, and research
- Process and system governance activities to include customer service support for system issues/notices and spam
- Receiving, updating and/or logging all requests
- Routing the case to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution
- Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual
- Assisting the Lead associate with tasks listed above
- Assisting team members with tasks listed above
- Minimum of one year of contact center and customer relationship management experience
- Outstanding communication skills, both written and verbal
- Demonstrated ability to handle multiple tasks
- Excellent time management skills
- Computer skills, including typing
- Minimum of one year of contact center
- Minimum English B2/C1
- Native Lithuanian to communicate with customers