Client Service Specialist - Bilingual

Monday - Friday, 8:00am - 5:00pm Shift: 1 General Responsibilities: The Client Service Specialist will be the primary internal contact for our domestic agents. This role is being defined to respond to agent specific requests, provide proactive account servicing, build product awareness within our agent network, and to reduce our agent “churn” by providing world class servicing. Specific Responsibilities include: 1. Enhance our agent servicing by providing support to in-bound agent requests. These requests may include: coordination of bank account changes, providing settlement information, sending and explaining sales reports, and processing agent cancellations/change of ownership. 2. Enhance our agent servicing by providing out-bound calls to agents to understand any discrepancies in payment amounts, dates, and/or non-sufficient funds issues. Also, determine the cause for any non-reported money order sales and determine the appropriate action to correct issues. 3. Enhance our agent servicing by providing out-bound calls to determine reasons for low or no volume. Offer assistance in facilitating equipment trouble shooting, training, and any other servicing related issues. Provide a “welcome” call to each new agent and provide them with a name and number to call with questions. In addition, answer any questions they may have regarding settlement dates, banking, reporting, and the supply ordering process. 4. Proactively make out-bound calls on agents when notified of non-service related issues (risk, collections, other). These calls are intended to define the root cause of the issue, identify possible solutions, and gain agreement with the agent on a defined course of correction. 5. Enhance our agent servicing by providing our agents with information on our entire suite of products. Work with agents to understand their business, while offering payment solutions that would enhance their revenue. Communicate closely with sales to direct them to those agents expressing interest in additional products. 6. Work with our sales team to understand the market, the local competitors, ethnic mix, send corridors, marketing initiatives, and goals. Communicate frequently with sales on any agent related servicing issue and/or sales opportunity. Skills and Experience Required: • All positions require the ability to model the Corporate Values of Respect, Courage, Passion, Teamwork and Integrity. • All positions require core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. • Education: High School Diploma/GED (Required); Bachelors degree in business preferred. Will consider work experience. • Years of Experience: 3 years in customer service/account relationship management. (Required) • Bilingual: English / Spanish. (Required) • Strong customer service skills and a desire to provide solutions to our retail agents. (Required) • Ability to handle multiple tasks and assignments while meeting deadlines. (Required) • Very good problem solving skills and an ability to work within the company to influence behaviors to support our retail agent network. (Required) • Ability to clearly articulate our product offering, the benefits of being a partner with MoneyGram International, and to define the value we bring to the customer. (Required) • A desire to be the primary contact for our agents, to solve their problems, to influence their behaviors, and to understand their business. (Required) • Ability and willingness to partner with sales to maximize volume on existing products, while identifying cross selling opportunities. (Required) Special Considerations: Occasional overtime May be asked to travel to domestic agent location on a very limited basis (5%) MoneyGram International employees enjoy a competitive compensation and benefits package and the opportunity for personal and professional growth. EOE/AA