Client Service Analyst
Centris, Quezon City, Philippines
4d ago


TSI is a leading supplier of specialized business process outsourcing (BPO) services that are delivered in our call centers through a diverse workforce across North America supporting clients in multiple vertical markets comprised of banks, energy and utility companies, health care providers, universities, and government organizations.

We support the entire customer lifecycle that includes customer acquisition, full loan servicing, delinquency management, and collections utilizing a combination of voice, chat, email, SMS, and interactive voice messaging channels.

As a result, employees enjoy the opportunity to grow, develop and build long-term careers in exciting industries, supporting the best brands in business, all while earning tenure with a specialty BPO leader.

TSI represents a new company name, but one with over 40 years of experience and success serving these markets.

Principal Responsibilities

Provide extensive outreach in an effort to retain Customers including contacting low and / or no usage Clients, expired Clients, and following up on reorders.

When requested, maintain Client retention records and prepare and process summary reports to track success rates, progress, and areas of improvement.

Provide excellent customer service and provide long-term servicing to Clients according to individual needs and requirements.

When requested, receive incoming and place outgoing calls to Clients to obtain required information by Operations Division and to resolve any issues and concerns.

Phone communication up to 90% of time.

When requested, receive and respond to inbound inquiries from internal and external customers.

Diffuse escalated calls, negotiate, and create solutions for resolution.

Act as a liaison between the client / firm and TSI departments to help ensure that goals are met.

Identify client needs to provide solutions.

Maintain daily contact with assigned clients / firms to ensure appropriate information is provided for the specific needs of each client.

Responsible for handling and responding to daily client / firm requests, inquiries, and problems via telephone, email, fax, mail and in-person.

Generate fees and up-sell wherever possible.

Maintain productivity goals and metrics.

Produce reports as requested by client / firm by assisting in the creation of the reports.

Serve as a backup to Client Service Reps. as necessary.

Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.

Knowledge, understanding, and compliance with TSI policies and procedures.

Follow up in a timely manner to ensure customer satisfaction.

Provide feedback to management concerning possible problems or areas of improvement.

Make recommendations to implement improved processes.

Perform other duties as assigned by management.


High School Diploma or General Educational Development (GED) certificate or equivalent relevant work experience desired.

1 years of previous customer service experience required.2 years of previous customer service experience preferred.

Proficient personal computer skills, including Microsoft Office.

Ability to maintain the highest level of confidentiality.

Excellent interpersonal, written, and oral communication skills.

Ability to work in a team fostered environment.

Ability to work in a multi-tasked environment.

Ability to prioritize and organize work.

Office environment.

Ability to lift and / or move 20 pounds with or without accommodation.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status and any other basis protected by federal, state, or local laws.

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