▷ Urgent Search: Banking Operations Senior Associate
3 weeks ago
Job Description
Responsibilities:
. To manage ongoing escalation cases to ensure prompt, effective and efficient resolution for customer issues on the President's Choice Financial MasterCard program
. Manage offline queues to ensure that they are within 48-hour SLA
. To track the appropriate reason for these escalations, which assists the analytical processes and reporting regarding customer escalations
. To seek solutions to customer issues, as an agent of the President's Choice brand and an advocate for the product
. To liaise with customers for further information, to provide updates and to prompt for documentation
. To liaise with all areas of the PCB/NTT DATA partnership to ensure a thorough and complete understanding and resolution of any and all customer escalations
. To escalate concerns, where appropriate, and as requested by customers
Requirements:
French language is mandatory
. 6 months minimum tenure working on the President's Choice Financial MasterCard program.
. 2-3 Years of Customer service background, with experience in the Credit Card industry.
. Previous experience with handling escalated calls preferred.
. Demonstrate a high level of confidence while dealing with escalated situations/customers.
. Flexibility in mindset and in approach to ensure individualized customer service catered to the specific customer issue or need at hand ability to think outside the box to achieve resolution.
. Excellent time management skills.
. Must be open to constructive feedback from supervisor, operational leads and team coordinator
. Must work well with limited timelines.
. Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers.
. Bias for action.
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