BPO Customer Care Senior Representative

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.