As a member of the team at 1 Finance, your role involves guiding members through their journey with the company, starting from downloading the application to executing the personal finance advisory plan. You will be responsible for educating members on the tools and features available to enhance adoption and retention. Your duties will also include attending to issues faced during the member lifecycle, supporting members via in-app chat service, emails, and phone calls, and resolving both routine and complex inquiries in a thorough and expeditious manner. In case of member complaints, you are expected to address them in a compassionate and patient manner, striving to achieve high member satisfaction by delivering a 'WOW' member experience every time. Your role also includes motivating and encouraging members across the member journey to maximize their satisfaction. Additionally, you will collaborate with the rest of the team on new member-centric initiatives and proactively review the user journey to identify and work on areas of improvement. Key Responsibilities:
Guide members through their journey with 1 Finance from downloading the application to executing the personal finance advisory plan
Educate members on tools and features to enhance adoption and retention
Attend to issues faced during the member lifecycle
Support members via in-app chat service, emails, and over the phone throughout the member journey
Resolve both routine and complex inquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required
Address member complaints in a compassionate and patient manner
Strive to achieve high member satisfaction by delivering a 'WOW' member experience every time
Motivate and encourage members across the member journey to maximize member satisfaction
Collaborate with the team on new member-centric initiatives
Proactively review the user journey, find and work upon areas of improvement
Qualifications Required:
3 to 6 years of experience in customer handling, preferably in the finance domain
Excellent written and verbal communication skills with a strong command of the English language
Strong sense of service orientation and a solution-driven approach
Structured approach to thinking and execution As a member of the team at 1 Finance, your role involves guiding members through their journey with the company, starting from downloading the application to executing the personal finance advisory plan. You will be responsible for educating members on the tools and features available to enhance adoption and retention. Your duties will also include attending to issues faced during the member lifecycle, supporting members via in-app chat service, emails, and phone calls, and resolving both routine and complex inquiries in a thorough and expeditious manner. In case of member complaints, you are expected to address them in a compassionate and patient manner, striving to achieve high member satisfaction by delivering a 'WOW' member experience every time. Your role also includes motivating and encouraging members across the member journey to maximize their satisfaction. Additionally, you will collaborate with the rest of the team on new member-centric initiatives and proactively review the user journey to identify and work on areas of improvement. Key Responsibilities:
Guide members through their journey with 1 Finance from downloading the application to executing the personal finance advisory plan
Educate members on tools and features to enhance adoption and retention
Attend to issues faced during the member lifecycle
Support members via in-app chat service, emails, and over the phone throughout the member journey
Resolve both routine and complex inquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required
Address member complaints in a compassionate and patient manner
Strive to achieve high member satisfaction by delivering a 'WOW' member experience every time
Motivate and encourage members across the member journey to maximize member satisfaction
Collaborate with the team on new member-centric initiatives
Proactively review the user journey, find and work upon areas of improvement
Qualifications Required:
3 to 6 years of experience in customer handling, preferably in the finance domain
Excellent written and verbal communication skills with a strong command of the English language
Strong sense of service orientation and a solution-driven approach
