Direct support professional • markham on
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Our client, a top banking client in Canada is looking to hire a Bilingual Customer Service Professional for their team with a contract for 12 Months with potential extension. This role is 2 weeks training onsite and then Hybrid work model (4 days onsite per month) at Scarborough Location.
Schedule Hours: Monday Friday - Either 9:30 am 5:30 pm or 10:30-6:30 pm, late shift coverage required for any vacation or family emergency coverage 11 pm - 7 pm shift
Summary:
The main function of a Analyst is to reply to the Commercial Card Coordinator inquiries by email or by phone. Also, the Analyst is responsible for adhering to the Commercial Card service level agreement, troubleshooting, investigating payment reconciliation issue, retrieving ADHOC reports, reporting problem issue to our vendors to mitigate any possible related risk. Connecting within different departments within the bank such as: Fraud, Chargeback, Accounting and Contact Center.
Candidate Value Proposition:
The successful candidate will have the opportunity to work hybrid where they are only asked out come 4x per month (2 mandatory days + 2 flexible days). Team provides wide range of support internally & externally and a great opportunity for growth.
Typical Day in Role:
o Following Daily/ Weekly and Monthly assigned tasks.
o Responding to Coordinator inquiries based on the sense of urgency.
o Adhering to the service level agreement and acknowledging the coordinator's email inquiries.
o Purging and redirecting new replacement cards to their respective address.
o Tracking all interactions with our internal and external clients for any email or phone requests.
o Reporting any problem log with the appropriate vendor for further investigation.
o Taking ownership, updating, and engaging the client of outstanding investigation.
o Checking resources and procedures to enhance their knowledge.
Must Haves:
o Fluent in English/ French
o 1-2 Years Customer Service Experience.
o TSYS knowledge
o Proficiency in Excel
Nice to Have
o Previous Commercial Card and Contact Center experience.
Soft Skills:
o Strong verbal and written communication skills.
o Analytical and problem-solving skills.
o Great attention to detail.
o Time management and ability to work independently.
o Result and Customer Focus.
o Interpersonal skills and high-performance mindset.
o Flexibility.
Education:
o College/University degree preferred
