Position: Customer Care Specialist (Tier 1)

Position Status: Full Time On-Site available

Hours of Work: Monday-Sunday 7:00am-11:00pm EST

Department: President's Choice Financial

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.

BPO Customer Care Associate