Remote - Bilingual Financial Customer Care Service Representative

NTT DATA Services•Winnipeg, MB

13d•CA$20 - CA$21•Remote

About The Position

NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. The Bilingual Financial Customer Care Service Representative will be a valued member of the Credit Card Contact Centre team and will report into a Team Leader. This role is responsible for the membership experience through providing best in class credit card support and services.

Requirements

Excellent communication skills in both English and French is required.
Demonstrated analytical and problem-solving skills.
Proficient in Microsoft Suite Applications
Positive attitude and demonstrated ability to get along with others.
Professional telephone manner and literacy required.
Minimum of 3 months Customer Service experience
Ability to offer products and services that align with customer profile and needs.
Align with the credit union philosophy of “people helping people” and the company’s core values: People Matter, Collaborate for Results, Ownership Perspective and Embrace Change.
Available for all required shifts, including evenings and weekends.
High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
You must be connected via Ethernet port and not by Wi-Fi.
Ability to download and use the Google Authenticator app.
Must have IOS 11 or Android version 10 (or newer).

Nice To Haves

Previous sales experience considered an asset.
Credit/debit card processing and financial institution operations experience preferred.

Responsibilities

Manage incoming phone inquiries and requests from cardholders and financial institution partners which include, but not limited to general inquires, secure code, website support, points/rewards programs, card applications, sales, escalations, retention, activation's, balance inquiry.
Responsible for introducing and promoting new services in a business development capacity.
Maintaining timely problem resolution and high levels of customer satisfaction.
Validating customer information, and requests. Identify the customer’s needs through customer contact.
Analyze information presented by the caller to process next step according to the nature of the inquiry.
Remain current on program information and business initiatives, as well as corporate products and processes.
Identify and resolve complaints while influencing the situation to achieve a mutually satisfactory solution ensuring the escalation process is followed as necessary.
Accurately complete appropriate documentation for required transactions.
End call by completing necessary actions to fulfill customer requests.
Other duties as required.