Provalus is seeking a professional and customer-focused Customer Service Representative to join our team. In this role, you will serve as the first point of contact for customers, delivering exceptional service, resolving inquiries efficiently, and ensuring a positive banking experience.
Responsible for providing frontline support and resolution to customer concerns and inquiries that come through the phone, email, chat and other online platforms. Hours of operation Monday - Friday 7am to 6:30 pm CST
Responsibilities:
- Assisting with Access Issues
- Login Troubleshooting
- App Navigation
- Walk users through updated interfaces such as new menu layouts or feature locations
- Resolving basic technical glitches
- Error Messages (app crashes, slow loading) by suggesting restarts, reinstalls, or checking internet connectivity
- Device Compatibility: confirm device compliance with updated system requirements and recommend solutions
- Escalation when needed: Escalate persistent technical issues or sensitive cases to level 2 support with detailed notes.
- Educating on New Features:
- Feature walk throughs: demonstrate how to use upgraded tools like enhanced conversations chat, AI-driven responses, or new self-service options
- Self-Service Promotion: Encourage use of updated FAQs or chatbots for quick answers, reducing future calls
- Downtime Queries: Explain temporary service interruptions and provide timelines for full functionality.
- Feedback Collection: Gather user feedback on upgrade experience
