Client Service Representative (Customer Services) - Remote

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Requirements:

• Dedicated home workspace needed; equipment details will be sent via email during the interview process.
• Comfortable working remotely in the Eastern Time Zone for an 08-hour shift with a 30-minute unpaid lunch and two 15-minute unpaid breaks.
• Availability from Monday to Friday, 10:00 AM to 07:00 PM Eastern Time.
• 1-2 years of experience in customer services within B2C financial and banking services.
• Knowledge of the United States credit industry, including credit cards, lines of credit, and personal loans.
• Customer-first orientation and empathy towards customer needs.
• Excellent communication skills and a solution-oriented mindset.
• Willingness to learn and use TCP’s technological suite.

Responsibilities:

• Respond to customer inquiries and requests over phone, email, and chat based on SOPs.
• Utilize TCP’s tech tools suite (Microsoft Suite, Salesforce, ZOHO, Hodu) in daily operations.
• Escalate customer issues to the relevant departments as per guidelines.
• Record, review, and follow up on customer requests and resolutions.
• Investigate and research solutions for customer problems.
• Update customer records during conversations.
• Meet and exceed quantitative metrics and KPIs, including client-facing time, call quality, and occupancy.