Senior Customer Service Advisor

Since 1952, the bank has grown through more than a dozen acquisitions. Founded in 1952, we now have 1,600 employees.

The position

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. We are headquartered in Los Angeles and have been hiring remotely since 2020. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. You will need at least 3 hours of overlap with US Pacific time. You will need a stable internet connection and a backup power source (UPS or inverter).

Day to day

• Update customer records accurately
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead
• Complete required training and quality coaching sessions
• Transfer calls to the right department with a warm handoff
• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Follow scripts and required disclosures on recorded lines

Required qualifications

• 5+ years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills
• Comfortable using multiple screens and systems at the same time
• Must pass a background check

Preferred

• Chat support experience
• Experience handling escalations
• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Pay and benefits

• Monthly internet allowance
• Company laptop
• Annual team retreat
• Co-working space stipend
• Flexible hours

We may close this posting early once we have enough applications.

Start: Immediately.

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