CSR I, Financial Care

Job Location: US-AL-BirminghamReference Code: 175413Learn more about T-Mobile At T-Mobile, we help customers connect with the people who matter most in their busy lives. That takes new ways of thinking and an appetite for challenge every day.Do you want to work in a fun, high-energy, environment where your people skills can shine? Then this is the opportunity for you. Our customer service team members share a passion for problem solving, helping people and achieving results. They're proud of our teamwork, our diversity and the recognition that comes from a job well done. When our customers call, we're here to make a difference no matter how big or small the question. If you're looking for a job where your work counts for something, this is the place to be. Together, we can do great things. CSR I, Financial Care 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 The benefits of teamwork Career growth and personal recognition are an important part of our culture. Team members enjoy competitive pay, training and development, generous paid time off, wicked-cool wireless discounts, education assistance, medical/dental, childcare subsidy, a superior company-matched 401(k) plan and amazing work environments with TV and game rooms, workout and cafeteria services, and some centers even have miniature golf and movie theaters.