Senior Customer Service Advisor

Since 1927, the bank has grown through more than a dozen acquisitions. Most lenders have lived in the area for decades and know their borrowers.

About the role

We are adding a Senior Customer Service Advisor to our operations team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. You will need at least 3 hours of overlap with US Pacific time.

Job duties

• Transfer calls to the right department with a warm handoff.
• Process returns, exchanges, refunds and address changes.
• Call customers back on open issues within the promised timeframe.
• Notice repeat problems and report them to your team lead.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Explain bills and payment options and take payments over the phone.
• Answer inbound calls, live chats and emails from a queue.

What you need

• 5+ years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Clear speaking voice and good listening skills.
• High school diploma or GED.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.

Preferred qualifications

• Prior billing or insurance call centre work.
• Knowledge of e-commerce order systems such as Shopify.
• Experience handling escalations.
• Bilingual English and Spanish (pay differential)

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Compensation and benefits

• Paid sick days.
• Home office setup budget.
• Flexible hours.
• Company laptop.
• Public holidays observed per your country.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Chestnuttrack.