Call Center Support
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Client Support
Led by Alex Rivera – VP, Call Center Support
eMoney’s Client Support team, led by Alex Rivera – VP of Call Center Support, is comprised of two functional areas:
- Call Center Operations
- Technical Support
View the Client Support teams in Pingboard
Call Center Operations
The Call Center Operations team is responsible for supporting the 100+ employees within Client Support. This group is responsible for the following:
- Managing all daily operational activities and processes
- Hiring and training customer obsessed people
- Developing ongoing leadership training
- Creating scalable, repeatable, and customer centric processes
- Scheduling, forecasting, capacity planning and reporting
- Support team communication and awareness of:
- Upcoming project releases impacting clients
- New client and partner launches
- Collaborative resource between Support, Implementation, Product, and Client Experience
eMoney’s Call Center Operations is comprised of two functional areas:
- Workforce Management Team
- Training and Development Team
Workforce Management Team
- Creates long-term strategic forecast and staffing models
- Produces and manages short-term intraday forecast
- Responsible for managing the call center schedules and delivers reporting to management
- Schedules meetings, training sessions and other off-phone activities while maintaining service levels
- Monitors service levels and makes real-time adjustments when needed
- Provide training and create documentation on the workforce management software and best practices
- Make recommendations for process improvements
- Create and maintain all reports and dashboards
- Analyze trends in the topics and issues clients contact Client Support about
Training and Development Team
- Applies instructional design principles and processes to produce effective, engaging and innovative programs to support the Client Support team
- Identifies technology enhancements that provide more efficient service and support options
- Manages training content and materials throughout their project life-cycle
- Evaluates learning solution effectiveness and makes improvements to better align with business performance and outcomes
- Maintain and update all Support eLearning (LMS) training material and Knowledge Base resources
- Apply a consistent training model for onboarding Client/Tech Support new hires
Client Support
Our first line of support that directly handles all initial contacts from our clients offering a multi- channel approach (phone, email, and chat). Client Support consists customer obsessed team members, made up of the following teams – each of which are led by a Client Support Supervisor:
- 4 Phone Support Teams
- 1 Chat Team
- 1 Email Team
- 1 Help Desk Team
Phone Support Responsibilities
- Manage inbound calls from clients
- Provide in-depth support for experienced eMoney clients
- Support unique Enterprise partners with tailored service models
Digital Support Responsibilities
- Service emails and chats from clients
- Fulfill administrative requests e.g. client transfers, contact information, etc.
- Point of escalation for phone support as it relates to account set up or administrative requests
Help Desk Product Support Responsibilities
- Answer client inquires and serve as the first point of escalation for call center representatives in an effort to provide quick and efficient resolution to eMoney clients.
- Serve as an immediate source of advanced level product knowledge on the eMoney platform.
- Act as subject matter experts for the eMoney platform and for any new features/enhancements that are released.
Client Support Supervisor Responsibilities
- Day-to-day management of staff
- Point of escalation for phone and digital support specialists regarding platform, process/ procedures, and frustrated clients.
- Place outbound calls to escalated cases from within Client Support
- Process requests for credit/compensation
Technical Support
The Technical Support team plays an active role in the overall client experience. They are a point of escalation for troubleshooting client issues, proactive data analysis, and working with internal teams until the final resolution of a reported problem. The Technical Support team is comprised of the following groups:
Application Support Team
- Advanced application knowledge (internally/externally)
- Conduct in-depth research and analysis of escalated issues and bug identification to help bring cases to final resolution
- Collaborate with Product/Development for bug remediation
- Provide after-hours support to clients covered by a Relationship Manager or Client Service Manager
Data Support Team
- Support all connection related escalations
- Address aggregation and data analysis issues
- Troubleshoot data transfer issues
- Interact with financial institutions and third-party aggregators to ensure files are completed successfully
- Provide resourcing and connection training for Client Support new hires
The information below is intended to help put our internal partners in touch with the right person or team when you need them. PLEASE NOTE: Client Support representatives are only authorized to speak with licensed users of eMoney.
All emails are INTERNAL USE ONLY unless noted otherwise. Click the image below to view an interactive PDF.
