Customer Service Representative

Company Description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. 

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Job Description

Responsible for logging all faxed and emailed consumer complaints within iCare and Special Requests within PRCM. Researching, addressing and corresponding for all Client Prepaid products and features submitted by Consumer Complaints. Required to effectively research and resolve complex issues. Consumer Complaints range from disputes, fraud, and multiple product benefits within a wide range of Client’s areas. Recognize failures and leverages opportunities to drive service improvements. 

Set service promises based on customer expectations, remedy and prevent service breakdowns, while managing through change in a dynamic, fast-paced environment. Additional operational activities include, but are not limited to, calling consumers, data input, Bulk Refunds, Opt Outs and Special Handling Requests. 

Qualifications

• Interacts with and responds CAST complaint received from bank regulators, state and government agencies regarding consumer inquiries. 
• Demonstrated research capabilities with a proven eye for detail. 
• Experience and knowledge of Client Prepaid products. 
• Strong organizational skills and proven ability to manage multiple tasks. 
• Must have excellent verbal/written communication skills. Highly skilled at negotiating win-win solutions. Ability to interact/communicate effectively with all levels of management. Influences without direct authority. 
• Professionally and efficiently handles sensitive customer inquiries. 
• Proven ability to meet deadlines. 
• Ability to work independently and within a team environment. 
• Considered a functional expert, ability to coach others in processes and techniques. 
• Strong problem solving and decision making skills. 
• Effectively provides, receives, and incorporates feedback. 
• Proven MS Office skills.

Additional Information

Krishna Madhwani

973-606-3291

krishna.madhwani(at)collabera.com