• Handle high amounts of live chat and phone calls • Identify and evaluate customers’ needs to deliver satisfaction • Provide accurate, valid and comprehensive information • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution • Follow communication procedures, guidelines, and policies • Go the extra mile to engage customers

Role Description Wir suchen deutschsprachige Inbound Customer Associate für ein zuverlässiges Inbound-Support-Projekt im Bereich Energie- und Immobiliendienstleistungen. In dieser Rolle betreuen Sie Hausverwaltungen und Mieter telefonisch sowie schriftlich und unterstützen bei Serviceanfragen, Terminvereinbarungen und Abrechnungsfragen. - Professionelle und serviceorientierte Bearbeitung eingehender Telefonanfragen - Effiziente Bearbeitung schriftlicher Kundenanliegen während der Servicezeiten - Terminierung, Verschiebung oder Stornierung von Installations- und Serviceterminen - Unterstützung bei einfachen Fehlersuchen im Zusammenhang mit Rauchmeldern (keine technische Vorkenntnisse erforderlich) - Klärung von Rechnungsfragen, Erläuterung von Abrechnungsdetails und Unterstützung bei der Nutzung des Kundenportals - Vereinbarung von Terminen zur Zählerablesung sowie Bearbeitung allgemeiner Serviceanfragen - Reiner Inbound-Kundenservice – keine Verkaufs- oder Outbound-Tätigkeiten Qualifications - Deutsch auf muttersprachlichem oder fließendem Niveau (in Wort und Schrift) - Erste Erfahrung im telefonischen Inbound-Kundenservice oder starkes Interesse daran - Zuverlässige Highspeed-Internetverbindung sowie stabile Stromversorgung für die Remote-Tätigkeit (Speedtest erforderlich) - Sicherer Umgang mit digitalen Tools und Computern - Geduldige, ruhige Persönlichkeit mit klarer und strukturierter Kommunikation - Zuverlässige Arbeitsweise, schnelle Auffassungsgabe und Bereitschaft zur Bearbeitung schriftlicher Anfragen - Interesse an einer langfristigen Tätigkeit im Kundenservice (keine vertriebsorientierte Rolle) Benefits - Reine Inbound-Tätigkeit ohne Vertriebsdruck - Umfassende Einarbeitung und klar definierte Prozesse - Sicherer Vollzeit-Arbeitsplatz in einem etablierten Serviceumfeld - Möglichkeit, Fachkenntnisse im Bereich Energie- und Immobilienservice aufzubauen - Zusammenarbeit in einem unterstützenden Team mit Fokus auf exzellenten Kundenservice - Flexible Schichtmodelle innerhalb der Servicezeiten Montag-Freitag, 08:00-18:00 Uhr

Customer Engagement Center Specialist Location: United States Job Description: Objectives of this Role Service customers via phone, virtually and ITM(s) (Interactive Teller Machine) to provide accurate/satisfactory answers to their questions and concerns by actively listening and problem solving. Create an exceptional customer experience with every interaction. Build customer awareness of bank products and services and identify opportunities to offer additional solutions. Process and respond to customer requests and correspondence received via various online channels. De-escalate situations involving dissatisfied customers. Essential Functions Deliver exceptional customer experiences through prompt, empathetic, and knowledgeable service Build strong, trust-based relationships with customers across various service interactions Educate customers on digital tools such as mobile banking, online account opening, e-statements, and electronic payments Handle inbound inquiries related to accounts, transactions, fraud concerns, or general banking needs Initiate outbound calls for digital onboarding, service follow-ups, and customer relationship deepening Meet or exceed performance goals related to service quality, resolution time, and client satisfaction Collaborate with departments to ensure timely and accurate resolution of service requests Participate in ongoing training and development, including cross-training on ITMs (Interactive Teller Machines) and digital product support Maintain compliance with bank policies, procedures, and applicable regulations Contribute ideas to improve customer journeys and CEC operations Service Digital and Traditional branch customers via phone, Banno Conversation, email and ITM. Demonstrate active listening, problem solving, empathy and sales skills while handling incoming phone calls from customers. Assist Digital and Traditional branch customers with online account opening and maintenance. Serve as Video Teller in support of our ITM fleet. Support Digital Branch/Bank's day to day operations. Handle/Conduct various fraud prevention activities. Build awareness of products and services, and identify customer needs to capitalize on referral opportunities. Think and act independently and demonstrate the ability to work individually as well as a member of a team. Prioritize duties, work under time constraints, handle multiple tasks, and work independently while remaining flexible to changing priorities and assignments. Meet and exceed bank service and telephone standards to provide excellent customer service. Participate in various outbound calling activities. Follow through on daily, weekly, and monthly tasks as part of a team Follow policies and procedures, maintain accuracy Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities are as required and may change at any time with or without notice. Competencies Customer Centric Focus Effective Time Manage Skills and Ability to Prioritize and Change Direction as Needed Strong Communication Skills Ability to Work Remotely, and Independently Drive to Achieve Goals and Results Commitment to Diversity and Inclusion Act with Integrity Ability to Collaborate and Work with a Team Skills and Qualifications 1+ years of experience in personal banking, financial services, and customer service Exceptional communication skills-verbal and written-with the ability to connect with diverse audiences Strong relationship-building mindset with a focus on customer trust and loyalty Goal-oriented and motivated by achieving measurable results Proficient with digital tools and comfortable guiding others through technology Ability to multitask in a fast-paced, customer-centric environment High school diploma or equivalent required; associate's or bachelor's degree preferred Experience supporting digital banking platforms or fintech products preferred Bilingual in English and Spanish preferred Familiarity with CRM, digital onboarding, or core banking systems preferred Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This is a largely sedentary role but physical mobility and dexterity to transport files and operate general office equipment (fax, copier, telephone) as necessary is required. This role is 100% remote. Dedicated workspace within the home, with high-speed internet, is a requirement.

Role Description We are hiring Operations/Phone Specialist for our Customer Support departments. What we do as a business is we provide “solutions” to our customers. This solution is a combination of “technology” plus “service”. The company has the technology but we are looking for someone very service oriented and a problem solver. These are large clients we work with, so we are looking for someone who can create a relationship with the clients, understand their needs and provide a “solution”. Every client says they are different, but they are more similar than they realize. We have the unique opportunity to look at the same problem across the industry, find the best practice and solution and recommend that to our clients. What we offer today is a necessity, a need. We as a company are in an extremely fortunate position to be in the right position at the right time, and we have more clients than we can handle. So this person should be able to realize that, and handle the clients accordingly. The solution we provide will immensely improve our customer’s operations, we just have to be able to explain it clearly and succinctly. There is always more than one way to solve a problem. Looking for someone who can take initiative, think creatively and use the various resources at their disposal to solve problems. The ability to clearly communicate, both verbally and written, is a requirement. What we value above all is diligence. We have an excellent team and if we see you putting in your 100%, the rest of the team will go out of its way to lift you up until you are in a position where you are helping others. Responsibilities - Manage large amounts of inbound and outbound calls in a timely manner - Follow communication “scripts” when handling different topics - Greet customers warmly and ascertain problem or reason for calling - Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives - Build sustainable relationships and engage customers by taking the extra mile - Provide accurate, valid and complete information by using the right methods/tools - Frequently attend educational seminars to improve knowledge and performance level - Suggest solutions when a product malfunctions - Attempt to persuade customer to reconsider cancellation - Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution - Meet personal/team qualitative and quantitative targets Qualifications - 3+ years of experience with strong phone and verbal communication skills, along with active listening - Ready to work on India Night shifts - International calling experience must (Preferably US) - Familiarity with CRM systems and practices - Customer focus and adaptability to different personality types - Ability to multi-task, set priorities and manage time effectively - Graduate, in any stream - Excellent communication skills – both verbal and written - Business acumen with a problem-solving attitude - Someone who thrives in a very fast-paced, quickly evolving environment - Comfortable to working in the US shift hours Benefits - Competitive salary - Awesome work environment at a company with a huge vision