Banking Operations Associate
2 days ago
"Position Overview:
Position: Customer Service Investigator
Position Status: Full Time, Permanent
Hours of Work: Monday - Friday
Department: President's Choice MasterCard
**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**:
- 6 months minimum tenure working on the President's Choice Financial MasterCard program.
- 1-2 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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