Financial Care Representative

Summary FINANCIAL CARE REP T-Mobile's front-line team members are our #1 Employees!


As an integral part of our stellar Customer Care line-up, our Financial Care Representatives blend their T-Mobile policy know-how and winning people skills to ensure customer satisfaction through effective and timely resolution of customer inquiries and billing disputes.


OPPORTUNITY—YOUR CHANCE TO SHINE


Our hard-working Financial Care Reps offer reassurance, support and resolution for T-Mobile customers with past due accounts, billing disputes or other financial inquiries. In this role you'll be empowered to evaluate and modify accounts based on the customer's request, balancing the customer's needs against T-Mobile's Credit and Fraud policies and risk procedures. You'll get a first-hand sense of how important T-Mobile's service is in the lives of our customers and your ability to stay true to the T-Mobile commitment to customer service and handle customer disputes with fairness and empathy will be key to your success. You'll also enjoy the incentives and recognition T-Mobile has in place to reward the efforts of this vital component of our front-line team. Plus, the opportunities for advancement make it perfect for people looking to establish a long-term career with T-Mobile.


TALENT SUITABILITY—ARE YOU THE RIGHT FIT?


A keen sense of humor and a sincere sense of compassion are the hallmarks of our most successful Financial Care Representatives. With common sense and objectivity, they gracefully handle tough billing disputes and relish the opportunity to sell T-Mobile's service all over again to customers with past due accounts. A gift for making people feel comfortable over the phone is essential in this role, as are the communication skills necessary to translate official corporate policy into layman's terms. These pros relish their supportive work environment and are committed team players who take real pride in their work.


RESPONSIBILITIES


- Maintain exceptional customer service as your primary goal

Negotiate payment arrangements

Collect payments on past due accounts

Strive for one-call resolution of customer issues

Demonstrate positive and cooperative behavior with customers and coworkers

Meet department productivity and quality standards

Appropriately disburse adjustments and account credits in accordance with T-Mobile policy

Handle billing disputes and re-rates

Complete ongoing training to stay abreast of service and policy changes

Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.




QUALIFICATIONS


- Six months to one year Customer Service, Sales or Financial Services experience

Call center and wireless experience a plus

High School diploma or equivalent GED

Previous collections experience (helpful)

A knack for stellar verbal and written communication

A head for numbers—i.e. Basic math proficiency

Excellent organizational and time management skills

Demonstrated competency in Windows based environment, keyboarding proficiency and use of automated systems

Ability to thrive in a lively working environment and multi-task

The flexibility to work weekends and other varied shifts as assigned





T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce.
If interested, please apply online at