Banking Operations Senior 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
  
  

• 6 months minimum tenure working on the President’s Choice Financial MasterCard program.
• 2-3 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.