Virtual Service Representative

Asphire is a strategic partner to some of the best financial institutions. We bring solutions and enhance the customer experience during each customer interaction. We are highly skilled, deeply knowledgeable, and have a wide range of solutions and technology.

We are looking to hire employees who love engaging with customers, answering their questions, clearing up any possible confusion, and sticking with a customer until their problem is solved and they feel fully satisfied.

Compensation: $19.23 per hour up to $1,500 in quarterly bonuses!

We also offer fantastic benefits!

• Medical/dental/vision insurance

• Flexible spending accounts

• 401(k) plan with fully vested matching

• Paid time off

• Profit Sharing

• Pay is bi-weekly

Qualifications

• Minimum of 2 years of Customer Service experience

• Basic computer knowledge in Microsoft environment and internet

• Strong analytical skills with a high degree of accuracy

• Ability to work flexible hours

• Ability to adhere to a predetermined schedule

• Positive attitude and team-oriented

• Ability to work in a multi-tasking environment

• Troubleshooting and problem-solving skills that potentially lead to process improvement

Home office Requirements

• Internet speeds of 25 Mbps (minimum)

• Ability to hardwire your computer directly to your router

The following will be provided to our virtual employees:

• Laptop

• Monitor

• Docking Station

• Headset

• Softphone on laptop

Position Summary

The Service Representative will respond to member inquiries via telephone regarding membership, banking products, services and rates while providing friendly, accurate and speedy service. He/she will also resolve member issues timely and thoroughly, seeking to exceed member expectations on every call. The position will utilize knowledge of products, data systems and web based applications to provide information and remedy member service issues.

Higher level responsibilities will also include the following:

• Responding to online banking and bill payment inquiries

• Troubleshoot connectivity issues for online banking and bill payment

• Resolve ID/password access issues

• Prepare professionally written responses to email inquiries, ensuring that the member’s response is completed within established timeframes

• Research and resolve member bill payment issues within service level agreement standards

We will also partner with business partners to resolve member disputes and educate members about bill payment functionality for future use. Service Representatives will also be expected to complete all required compliance documentation for wire transfer requests in order to minimize potential fraud. Successful representatives may also be asked to act in a mentor capacity for newly hired representatives.

Asphire has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation.

Essential Duties and Responsibilities

• Respond to member and potential member phone inquiries on membership, products and services.

• Navigate system applications as needed to resolve inquiries.

• Provide timely, friendly, and accurate service in building member relationships; determine member eligibility; provide guidance to members in order to meet their financial needs.

• Accurately verify, document, and process all member transactions.

• Prioritize workload based on mandatory requirements and member service level agreements.

• Safeguard member accounts and information for privacy and accuracy.

• Resolve complaints by communicating with other departments and/or partners as needed.

• Provide extraordinary service by resolving problems thoroughly.

• Perform and process account maintenance, fulfillment requests, research requests, etc.

• Work in collaboration with other team members.

• Recognize and escalate issues.

• Email Inquiries: respond to, resolve and troubleshoot members’ questions /issues. Adhere to response time and quality goals.

• Bill Payment: research and resolve complex payment issues. Interact with vendors, payees and members to research issues. Uncover root cause of problems, correct accounts and communicate actions taken to members. Educate members on proper use of service.

• Other duties as assigned.

Standards of Performance

• Professional representation of Asphire

• Job knowledge/timely, accurate and efficient performance.

• Adherence to Asphire’s policies and procedures.

• Promotes and ensures the highest level of quality member Service is provided to all members.

• Confidentiality of all records.

• Timeliness of meeting regulatory guidelines.

• Compliance of regulatory requirements.

• Success in meeting individual, departmental, and corporate goals.

Home office Requirements

• Internet speeds of 25 Mbps (minimum)

• Ability to hardwire your computer directly to your router

Job Type: Full-time

Pay: $19.23 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Paid training
• Profit sharing
• Vision insurance
• Work from home

Schedule:

• 10 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Supplemental Pay:

• Bonus pay

Work Location: Multiple Locations