Investigations Agent

An Investigations Agent is responsible for providing overall customer service to customers of our financial transfer clients, with a specific focus on investigating and resolving financial disputes.
Job Purpose:

Investigations Agents provide high quality customer service to all customers, while adapting to changing business needs. In particular, Investigations Agents will manage customer disputes, investigate to determine root cause, and take any appropriate action, while ensuring a smooth customer experience throughout the process.
Key Role Responsibilities:

Answer inbound contacts related to customer service inquiries in a professional manner.
Perform investigative analyses to get to the root issue of customer disputes.
Resolve disputes and ensure overall customer satisfaction while protecting the interests of customers and our clients.
Strive for first contact resolution for all inquiries, while still achieving consistent average handle time and other productivity targets.
Offer exceptional and proactive customer service, which exceeds all customer expectations
Provide helpful customer service by identifying customer needs, resolving customer concerns and assisting customers with transactions including deposits and withdrawals.
Keep up to date on all policy, procedure and product changes through active use of the company’s wiki and news feed, and in general show a high level of product and process knowledge.
Ensure phones are logged in and respond in a timely manner to email and chat inquiries according to internal procedures and policies.
Take full ownership over customer inquiries as the primary point of contact for all questions.
Quickly identify and report any and all technical issues to the appropriate team, and assist customers with troubleshooting as needed.
Perform additional duties and project work as assigned.

Key Personal Capabilities:

Good analytical and investigatory skills, with the ability to review data and identify patterns.
Passionate about adding value to customers’ experience and interaction.
Excellent telephone, email and web chat etiquette with strong verbal and written communication skills.
Capable of handling customer service inquiries efficiently while still providing quality service and achieving value-added targets.
Passionate about continued training / upskilling sessions to improve product specific and systems knowledge.
Has basic troubleshooting and multi-tasking skills.
Able to portray a professional and positive attitude and can live up to our company values.
A strong team player who can motivate and drive team success.
Can demonstrate flexibility and reliability in shifting schedules.
Savvy in the use of Microsoft and Mobile applications.