Senior Customer Care Executive managing inbound and outbound calls in Hong Kong. Responsible for resolving complaints and coaching call center staff.
About the role
- Bilingual Financial Customer Service Representative answering inquiries on retirement plans. Provide education and support to customers regarding their retirement savings accounts.
Responsibilities
- Responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers and third-party plan specialists
- Provide excellent service within our call center for our customers’ retirement savings accounts
- Educate and empower our customers without having to make cold calls or sales
- Communicate critical plan updates and changes
- Process contribution changes, loans, and withdrawals
- Process general account changes upon direction from the customer
Requirements
- Availability to work a 40-hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday
- Associates degree or higher AND at least one year of customer service experience (including but not limited to food service, retail, hospitality, teaching, military, or banking) OR two or more years of customer service experience
- Fluency in both English and Spanish
- Capability to work overtime as required based on business need
Benefits
- Medical, dental, vision and life insurance
- Retirement savings – 401(k) plan with generous company matching contributions (up to 6%)
- Tuition reimbursement up to $5,250/year
- Business-casual environment that includes the option to wear jeans
- Generous paid time off upon hire – including paid time off program plus ten paid company holidays and three floating holidays each calendar year
- Paid volunteer time — 16 hours per calendar year
- Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
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