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.

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