Customer Support Representative assisting German - speaking clients with BUX services. Providing support across various channels with a focus on positive user experience.
About the role
- Support Specialist providing bilingual (English/Spanish) customer service in AVS Operations Team. Focused on compliance and operational excellence for financial institutions and government agencies.
Responsibilities
- Serve as the primary liaison for financial institutions and government agencies participating in AVS programs.
- Conduct training sessions for financial institution personnel on system functionality and procedural guidelines.
- Manage inbound inquiries via phone and email, ensuring accurate documentation and timely resolution.
- Proactively follow up with financial institutions to resolve outstanding or overdue requests.
- Support the transition to automated processing methods, promoting modernization and efficiency.
- Assist in recruiting new financial institutions to participate in AVS programs.
- Manage registration processes and maintain accurate records of institutions and user accounts.
- Identify, troubleshoot, and escalate operational errors to ensure timely resolution.
- Maintain and update procedural documentation and operational reports.
- Continuously seek opportunities to improve processes and enhance operational efficiency.
- Participate in team meetings and contribute to departmental success.
- Ensure compliance with service level agreements, including network coverage and response time metrics.
- Provide shift coverage for team members on PTO, including alternate shifts (e.g., 6:00–2:30, 8:30–5:00, 12:30–9:00).
- Be available to work on select company holidays with pay (e.g., Day after Thanksgiving, Christmas Eve, Day after Christmas, New Year’s Eve).
- Support additional departmental initiatives and special projects as assigned.
Requirements
- Language Proficiency: Fluent in both English and Spanish (written and verbal). A Spanish language assessment will be administered.
- Education: High school diploma required; college degree preferred.
- Typing Speed: Minimum of 50 words per minute.
- Technical Skills: Proficient in Microsoft Excel, Word, and Outlook; comfortable navigating PC environments and web-based applications.
- Communication: Exceptional verbal and written communication skills; ability to manage competing priorities in a fast-paced setting.
- Organization: Strong organizational skills with keen attention to detail.
- Work Ethic: Dependable, self-driven, and capable of working independently and collaboratively.
- Adaptability: Demonstrated ability to perform under pressure and meet deadlines.
- Security Clearance: Must be eligible to obtain and maintain Social Security Administration Security Clearance as a condition of employment.
Benefits
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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