About the Position
Our Client Services Specialists (“CSS”) serve as the primary point of contact for customers. They are sFOX’s voice to the client and provide the connection between our Sales, Compliance, and Operations teams. Our CSSs possess a "second-to-none" work ethic and an upbeat, positive and passionate attitude about customer service. By responding promptly to client requests, and possessing an acute awareness that allows them to anticipate the client's needs and exceed expectations, our Customer Success is critical to the success of helping maintain sFOX’s exemplary customer brand.
What You'll Do
- Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs
- Through demonstrated effective listening, can analyze customer problems and provide information and solutions in a timely and efficient manner
- Communicate with customers directly over the phone or email to identify potential fraud
- Thoroughly account information as part of client onboarding
- Work efficiently and effectively, both as a team and independently, documenting request outcomes for accurate tracking and analysis
- Develop and maintain positive customer relations and coordinates with other departments within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquiries and problems
- Employs strong interpersonal skills to handle difficult calls courteously and professionally
Qualifications
- 2+ years of experience providing customer service through phone, email, and chat
- Ability to handle time sensitive client inquiries with a sense of urgency and care
- Exceptional oral and written communication skills
- Ability to communicate and collaborate with cross-functional teams
- Strong organizational and problem solving skills
Not Required, but Nice to Have
- Strong knowledge of Excel
- Knowledge or experience with AML compliance regulations
- Experience in a trading firm, payment processing, bitcoin / crypto currency is a plus
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