About the job
Momentum Financial Services Group stands as a premier provider of comprehensive financial services across North America. With over four decades of experience, our unwavering commitment to delivering tailored financial solutions has met the diverse needs of both consumers and business owners. Supported by an extensive retail network of over 400 locations and innovative digital and mobile platforms, we empower our customers with access to cash and related products, enabling them to achieve their financial aspirations.
Our dedicated team prioritizes customer satisfaction in every aspect of our operations. Annually, we serve 2 million individuals through a wide array of innovative financial products, including loans, check cashing, money transfers, and prepaid cards. Through our continually evolving service suite, we equip our customers with the tools necessary to manage their finances effectively and enhance their lives. No matter where our customers are on their financial journey, Money Mart Financial Services is here to provide support.
GENERAL FUNCTION
The Helpdesk Agent plays a pivotal role in the day-to-day operations of our helpdesk, reporting directly to the Helpdesk Manager(s). As part of a diverse team, you will ensure that all customer inquiries and issues are addressed promptly and professionally, adhering to the established policies and procedures of the company. This role necessitates meticulous attention to detail and encompasses call and chat handling, issue resolution, and the achievement of performance metrics aligned with defined KPIs and SLAs. Additionally, you will assist in developing knowledge-based solutions and collaborate with both internal and external business partners on IT system challenges.
DUTIES/RESPONSIBILITIES
- Deliver exceptional support levels to customers.
- Establish protocols to ensure accurate and consistent resolution of customer inquiries.
- Take ownership of high-priority incidents and manage escalations effectively.
- Provide clear answers and directions regarding products and services.
- Coordinate with all areas of IT support to fulfill service level agreements.
- Manage call and chat queues to prioritize incoming issues based on business urgency.
- Collaborate with various departments to resolve customer issues efficiently.
- Escalate critical problems to Application Support and Development teams as necessary.
- Document all reported issues and actions taken within the ITSM system.
- Maintain records of customer interactions, complaints, and resolutions for future reference.
- Regularly update Helpdesk Managers on progress and developments.
- Work collaboratively with IT teams and cross-functional partners to ensure seamless service delivery.
