Customer Service Agent

CUSTOMER Relationship SUPPORT SPECIALIST (CRS)

This position is a front-line Contact Center customer service role for a new Concentrix client , seeking to set the standard for Bank Customer Service in Canada. The opportunity for advancement from this position in the first three months is high as we will be adding Fraud, Merchant Disputes, Tier 2 service and leadership roles over the summer, As such, people with these skills are encouraged to apply and will be given priority. The CRS agent services all aspects of the partnership suite of credit cards, which includes applications, activations, customer relations service and cross-selling credit related products, retention and escalations.  The agent relies on extensive knowledge to respond to inquiries and account maintenance requests on the about the credit card partnership product. The agent will be expertly trained to be proficient in all areas of credit card servicing and sales including lowering interest rates and waiving membership fees based on the account history in order to retain disgruntled customers and. May perform outbound follow up call as required.  This is not an outbound telemarketing role.

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SPECIFIC RESPONSIBILITIES

• Provide exceptional customer experiences to client customers and prospective customers as client seeks to build their brand as a Bank
• Sell relevant cross-sell products to customers such as low rate Balance Transfers, identity protection and travel related products
• Solve problems for client customers and promote card benefits
• Where appropriate, resolve customer complaints and de-escalate emotional situations while using our elevation process to meet customer’s needs.
• Makes customer focused decisions to enhance the value of our card to our clients
• Provide general answer information inquiries and provide credit card related guidance to customers regarding the partnership client credit card for a wide number of situations including:-

- Help clients take full advantage of client MasterCard Rewards program

- Answer questions on transactions and statements

- Provide information on fees, finance charges charges, annual membership fees, credit limits and payments

- Performs balance transfers, and cash advances and credit limit increases

- Process demographic information personal information changes e.g. address and phone number updates

• Access and negotiate multiple information systems to answer questions
• Complete internal documentation on paper or online to forward to various departments for work on accounts
• Identify areas for process improvement to improve the customer experience, sales results or efficiency
• Makes decisions to lower interest rates and waive membership fees
• Exercise problem solving skills and promote card benefits on retention efforts
• Takes escalated calls of an information and problem solving nature
• Research and respond to escalated customer situations
• Provide a level of customer service that meets the specific client requirements in building mutuality and customer relationships.

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COMPETENCIES

Job Knowledge - Knows, understands and appropriately applies the technical skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with trends and developments in field.

Cultural Alignment - Understands the Concentrix culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical and respectful manner.

Adaptability - Is able and willing to adapt to changing priorities and responsibilities. Able to adjust personal style to changing environment. Maintains focus and intensity and remains calm, optimistic persistent, even under adversity.

Teamwork - The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose.

Customer Focus - Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect.

Problem Solving - Systematically breaks apart complex problems and identifies the underlying causes. Identifies trends and sees causes and consequences. Generates a variety of alternative techniques or methods to resolve issues and/or solve problems.

Communication – Spoken and Written - Able to clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative circumstances; listen well; able to write clearly and effectively present ideas and to document activities; to read and interpret written information.

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