Job Information
Senior Agent - Credit Cards
Ottawa, Canada 67 Days Ago
Job Category: Computer/IT
Job Type: Full-Time
Posted: 2020-01-31
Job Status
Start Publishing: 2020-01-31
Stop Publishing: 2020-03-29
Ottawa, Canada
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  • Perform as a senior agent in a cross-skilled environment – handling a multitude of servicing and risk management processes for the program
  • Handle inbound servicing calls in an efficient manner, meeting or exceeding AHT targets
  • Use all available tools, resources, and decision-making skills to provide First Call Resolution for each customer inquiry
  • Respond to customer inquiries concerning their contracts, offerings, billing, payments inquiries,
  • Provide information and assistance to customers related to inquiries on contracts, self-serve web, offerings, prices, payments
  • Perform outbound calls for credit applications and/or fraud transaction monitoring and cases
  • Respond to collection calls on customer accounts; obtain payment arrangements and manage interactions with difficult or distressed customers in a positive and productive manner.
  • Complete and follow up on all work queues and reports; initiate actions according to applicable policies and procedures.
  • Strictly adhere to privacy laws, including Freedom of Information and Privacy Protection (FOIP) & the Personal Information Protection Act (PIPA)
  • Handle escalations as required (phone or offline)
  • Complete investigations as required
  • Provide support and guidance to other agents, as required
  • 2-3 years Call Centre experience and Credit card operations background
  • Excellent communication skills (listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.
  • Ability to work shift work from including week-ends and evenings
  • Work under pressure and adapt rapidly to change
  • High attention to input accurate and detailed information
  • Ability to continue to learn and develop skills
  • Work independently and as part of a team
  • Receive and implement performance feedback professionally and constructively
  • Ability to explain complex information into customer friendly terms
  • Demonstrated ability to support competencies of: Customer Orientation, Change and Flexible Orientation, Initiative Orientation, Team Orientation, Attention to Detail and Integrity
  • Experience handling escalations
  • Previous leadership/Supervisory experience is an asset
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