Customer Service Case Manager (Fintech)
Core
Provide support to thousands of customers via phone, live chat, and email; manage commercial disputes and account access; act as the voice of the customer to drive product improvements.
Role type
Customer Service Case Manager
Builds
Customer support channels, dispute resolution processes, and customer experience improvements
Domain
Fintech / Commercial Credit Reporting
Deliverable
dashboards & analysis
Required skills
Inbound/outbound communication, case management, dispute resolution, time management, problem solving, written communication, verbal communication, active listening
Preferred skills
Project experience, process improvement initiatives
Responsibilities
Handle inbound and outbound customer enquiries via phone, live chat, and email; Own and progress customer cases from enquiry through to resolution; Investigate and manage commercial disputes between customers and their debtors; Provide suggestions for continuous improvement to team processes and help centre management; Solve real business problems and deliver meaningful improvements to enhance the customer experience.
Seniority
Mid-level, hands-on IC