About Us
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
As a Customer Experience Associate, you will handle customer inquiries via phone, chat, and email, balancing both voice and non-voice tasks. You will gather and verify customer information, research transaction statuses, and collaborate with partners for efficient remittance delivery. Meeting performance metrics and providing exceptional customer service are key responsibilities.
Duties and Responsibilities:
Professionally handle incoming customers' inquiries (via phone, chat & email).
Performs 50% voice and 50% non voice tasks.
Thoroughly and efficiently gather required customer information
Research remittance information and updated status of the transaction.
Review documents shared by customers to match with Internal information.
Work closely with Partners and other stakeholders to ensure delivery of remittance submitted.
Meet and exceed company and individual performance metrics.
Be a reliable and agile resource for customer service.
Qualifications:
Soft Skills
Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction.
Excellent multi tasking ability and research skills.
Good customer service orientation.
Ability to set expectations, deliver and mediate information in a positive way.
Good attention to details and meticulous attitude.
Good time management skills.
Critical thinking and decision-processing skills.
Ability to work in a routinary environment, strong self-discipline, work ethic and resilience.
Must be willing to work onsite (Kalyani Nagar, Pune, Maharashtra).
Must be willing to work in a shifting schedule including weekends and holidays.
Technical Skills
Typing speed of at least 35 WPM.
Effective business writing skills.
Experience in using multiple web tools is a must.
Good internet and computer navigation skills.
Experience, Education, Age
Preferably with 1 year customer experience in a financial technology account.
Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus.
Multi channel and omni channel experience is also an advantage (voice and non voice experience).
College Graduate or completed 3 year Bachelor’s College Degree.
Candidates with an undergraduate degree are eligible for Customer Service positions, provided they possess a minimum of 18 months of relevant experience.
Candidates must be of legal working age, between 18 and 42 years old.
Skills Required
- Business English oral and written communication skills
- Ability to handle incoming inquiries via phone, chat and email (50% voice, 50% non-voice)
- Thorough customer information gathering and transaction research skills
- Ability to review customer-shared documents and match with internal information
- Experience using multiple web tools
- Typing speed of at least 35 WPM
- Effective business writing skills
- Good internet and computer navigation skills
- Excellent multitasking, research, attention to detail, time management, critical thinking
- Willingness to work onsite in Kalyani Nagar, Pune, Maharashtra
- Willingness to work shifting schedules including weekends and holidays
- College graduate or completed 3-year Bachelor's degree (alternatively 18+ months relevant experience for undergraduates)
- Preferably 1 year customer experience in a financial technology account
- Customer service or call center experience in remittance or delivery service industries
- Multi-channel / omnichannel (voice and non-voice) experience
- Candidates must be between 18 and 42 years old
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
