Why work at OpTech?
OpTech is a woman-owned company that values your ideas, encourages your growth, and always has your back. When you work at OpTech, not only do you get health and dental benefits on the first day of employment, but you also have training opportunities, flexible/remote work options, growth opportunities, 401K and competitive pay. Apply today!
We are currently seeking 3 Complaint Intake & Resolution Specialists to join our client’s team. These positions are crucial to ensuring the efficient handling of complaints and concerns related to card programs. They handle the next step of validations, documentation and analyzing complaints that have come through. If you're a motivated individual with a strong customer service background and attention to detail, we’d love to have you on board!!!
Hybrid Onsite: Farmington Hills, MI (3 days onsite required)
Openings: 3
Key Responsibilities:
- Intake & Rerouting: Manage incoming calls related to card complaints, re-routing issues to appropriate vendors for resolution.
- Documentation & Complaint Reviews: review complain information, complete research, reviews the call logs, validate documentation provided, collect details and identifies potential fraud issues
- Collaborative Work: Collaborate closely with the internal team and external vendors to resolve customer complaints and provide solutions.
- Systems Proficiency: Learn and efficiently navigate various systems, including Converge and service provider customer service systems.
- Understanding Regulatory Components: Apply knowledge of regulatory components to address complaints in compliance with industry standards.
- Detail-Oriented: Maintain a high level of accuracy and attention to detail when processing complaints and interacting with customers and vendors.
- Customer Service Focus: Provide friendly, professional, and effective support to cardholders and partners.
Required Qualifications:
- Customer Service Excellence
- Banking/Financial Services Support experience
- Salesforce experience
- Experience with documentation
- Analysis skills
- Curious Mindset
- Ability to learn and adapt quickly to new systems and processes.
- Ability to work effectively in a fast-paced environment, with a focus on problem-solving and resolution.
- Strong attention to detail and organizational skills.
Preferred Qualifications:
- Card Program Knowledge: Experience with banking card programs (Retail/Commercial) is preferred.
- Consumer Regulations Knowledge: Familiarity with consumer protection regulations (such as Reg E) is highly desired.
- Systems Exposure: Prior experience with card payment systems (e.g., Converge or similar platforms) is a plus.
OpTech is an Equal Opportunity Employer (EOE), all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
