Banking Operations Senior Associate

"Position Overview:

The Customer Service Investigator (CSI) acts as a liaison between the customer and the various functional areas of the NTT/President’s Choice Financial Mastercard partnership. Working with these functional areas in an offline capacity, CSI is responsible for managing ongoing escalations by creating action items and SLAs for various factors within the organization to ensure timely and effective resolution of customer issues, based on both the standard operating procedures of the program and the ability to flexibly apply subject matter expertise into creative, customer-friendly decisions to resolve customer issues. Candidates should be experienced with the PCB Brand with strong program knowledge.

Position: Customer Service Investigator

Position Status: Full Time, Permanent

Hours of Work: Monday – Friday

Department: President’s Choice MasterCard

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.
• 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."