Agent Support Representative

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

ABOUT THIS ROLE

The mission of this position is to support the interests of the company by ensuring the objectives of agent support, customer acquisition and retention. This person will be able to achieve these results by collaborating with different departments such as Sales, New Accounts (Operations), Help Desk, CSR, and Field Support. They also have as objective to create a long-lasting relationship with agents to support the growth of the company.

ROLES & RESPONSIBILITIES* To attend the agents in the assigned by phone or online, trying to solve their doubts and/or problems in a daily basis, inform them about the pricing and charges, network updates and give to the agents the recommendation to obtain more benefits from their business

• To work closely with the Operations department on specific customer acquisition and retention strategies.
• To monitor the evolution of the agents: keeping regular contact with them when their activity is diminishing or when we have information about the activity of RIA agent.
• To assess the satisfaction of the agent with the company service.
• Check in the GEOREP application the locations of the agents and their nearest competitors on the map.
• To assist Activation Teams on customer acquisition strategies where applicable
• To do periodic reports for the Management: daily production (number of transfers)/country, production/agent, production/geographic area to undertake the right action for the development of it.
• To support the agents with customer activation and retention strategies and activities.
• Take note about the most frequents comments of the agents.

POSITION REQUIREMENTS* Matric/ High School Diploma

• High skills of the informatic tool, particularly Excel and Power BI, GEOREP and others.
• Excellent understanding promotional activities and the like and the effects over the activity that these changes can have.
• Sales and/or customer service experience

PERKS & BENEFITS* Medical Aid, Life Insurance & Provident Fund

• Extra leave above-standard and Birthday Off
• Hybrid Work Schedule
• Growth Opportunities
• Corporate gatherings, team bonding events, and much more!

Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Check out our website to learn more about the company at: http://www.riamoneytransfer.com/

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.