Banking Operations Associate

Job Title

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.

• 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.