BPO Customer Care Senior Representative

• 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

• 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