Banking Operations Associate

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.