Job Description

Responsibilities: •    Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support.  •    Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner. •    In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system. •    Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry.  •    Adhere to established escalation procedures when mitigating complaints/escalations on the first contact.  •    Remain current on program information and business initiatives, as well as corporate products and processes.  •    Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.  •    Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures. •    Accurately complete appropriate documentation for each transaction. •    End each call by completing all required activity in order to fulfill customer requests. Requirements: •    Excellent communication skills, both verbal and written.  •    Fluent in English •    Demonstrated analytical and problem-solving skills. •    Demonstrated ability to work within time constraints.  •    Working knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%). •    Positive attitude and demonstrated ability to perform in a team-based environment.  •    Professional and pleasant telephone manner.  •    Must have flexibility and willingness to work rotational shifts, including overnights and weekends.  •    Experience working in a call center environment specifically in a customer service role. •    Previous Financial Services experience would be considered an asset.

Job Tags

Work at office, Shift work,

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