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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