Operations Support Assistant
We are a part of The Jamaica National Group Limited and together, we represent a globally respected brand, boldly finding ways to enrich lives and build better communities. Our core values make us who we are and are demonstrated in everything we do; rooted in RESPECT, we strive to create meaningful experiences for our customers, employees and communities.
We are seeking a results-oriented and customer-focused Operations Support Assistant to join our JN Money Services Operations Department. The successful candidate will provide operational and customer support by managing inbound and outbound calls, assisting customers and agents with JN Money transactions, resolving queries and complaints, and ensuring issues are addressed within established service standards.
Category: Clercial
Contract: Fixed Term
Key Responsibilities
Customer & Agent Support
- Answer inbound customer and agent calls promptly and in accordance with established JNMS procedures.
- Provide accurate information on JN Money Services products and services.
- Assist customers with money-transfer transactions, including sending, receiving and tracking transfers.
- Conduct outbound calls to customers regarding their JN Money transactions.
- Submit and resolve customer and agent queries, payment and transaction issues, discrepancies and complaints through Salesforce.
- Provide timely updates and resolutions to customers and agents.
Administration & Issue Tracking
- Create and maintain logs to track customer and agent issues.
- Ensure customer queries, requests and complaints are resolved and closed within established SLAs.
- Review call logs and Salesforce records to monitor service delivery and ensure queries are handled within the required timelines.
- Conduct quality checks to support consistent call quality and service standards.
- Maintain confidentiality and safeguard customer information at all times.
Compliance & Service Standards
- Adhere to established policies, procedures, service-level agreements and regulatory requirements.
- Meet performance targets relating to call handling time, quality and customer satisfaction.
- Liaise with internal departments and external partners where necessary to resolve customer and operational matters.
Required Qualifications & Experience
- Batchelor's Degree
- Strong communication skills, including reading, writing, speaking and listening.
- Ability to understand and communicate information clearly and effectively.
- Experience in a customer service or service-driven environment would be an asset.
Application Closing Date: September 10,2026