Company Description

Neu Money is dedicated to empowering individuals to build credit in a supportive and transparent manner, ensuring access to fair financial opportunities. The company is on a mission to create tools that help people achieve financial stability and growth, regardless of their background or financial history. With a diverse, global team spanning multiple continents, Neu Money is committed to fostering an inclusive environment for both its customers and employees. Join Neu Money in redefining credit-building as an opportunity for all, not an obstacle, and help shape the future of financial empowerment.

Company: Nuovosoft Services Private Limited

Location: Kolkata

Employment Type: Full-time

Position Overview

Neu Money, Inc. is seeking a Customer Support Specialist to serve as a champion for our customers. The customer support team handles customer inquiries regarding application questions, product questions/issues, payment questions, and more. Neu Money, Inc.’s support team is known for its high standards of care for its customers and its stark difference from the service that major credit card companies provide to their customer base. We don’t see our customers as just a number, we instead see them, validate them, and value them as the excellent humans that they are. If that sounds like a mission you want to be a part of, continue reading below!

Key responsibilities include directly handling customer interactions by phone/email/other channels, upholding support standards, identifying and documenting issues, and actively contributing to continuous improvement to help continue our growth towards scale.

Responsibilities

The primary responsibilities for this position are as follows:

• Address customer inquiries efficiently and effectively across all support channels, ensuring high standards of service are maintained at all times.
• Adhere to established service level agreements (SLAs) and key performance indicators (KPIs).
• Identify and escalate any complex inquiries requiring escalated action/review (i.e. death of account holder, personal information change, fraud, violation of terms of service, blocked card/account, potential complaints, etc.).
• Calmly and effectively interact with customers when complex or difficult situations arise.
• Contribute to the regular review and update of training materials, knowledgebase articles, and communication templates (macros).
• Participate in weekly team meetings and coaching sessions.
• Assist with any other projects and responsibilities as assigned.

Minimum Requirements & Skills

• The individual hired for this role will possess the following qualifications:
• Excellent command of the English language.
• A minimum of 3 years of recent customer support/call centre experience.
• Strong sense of empathy, kindness, and patience while also able to politely stand firm when necessary (especially during difficult customer interactions).
• Outstanding interpersonal and communication abilities.
• Comfortable in a call centre environment where the majority of each day consists of taking calls and responding to emails each day.
• Drive to help people new to credit understand and achieve success with their finances.
• Previous experience using customer support helpdesk tools/softphones such as Freshdesk, Intercom, Zendesk, etc.
• Comfortable with the ambiguity of a startup environment (each day is different).
• Ability to handle stressful situations.
• Problem solver.
• Flexibility to manage multiple tasks & projects simultaneously.
• Willingness to learn and become a product expert.
• Open to regular feedback and growth opportunities.
• Startup/FinTech experience is a major plus!

Location & Hours

This is a full-time role.

Working hours: Monday through Saturday, 10:00 AM – 7:00 PM EST (U.S.).