Job Description

This position involves managing inbound calls from our premium North American customer base.
You will be responsible for delivering top-tier customer service, aiming for first-call resolution and exceeding customer expectations.
Success in this role requires strong logical reasoning, effective problem-solving techniques, and the ability to establish a positive connection with customers through engaging conversations.
In addition to direct customer interaction, you will also contribute to departmental initiatives by participating in projects and generating reports as required.
Responsibilities

• Manage large amounts of incoming phone calls
• Identify and assess customers needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Engage with high end premier clients

Minimum Qualifications / Skills

• Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure
• Ability to engage with and support high end premier clients
• Adaptability to learn new processes, concepts and skills and an eye for detail
• Strong communication both written and verbal, English skills
• Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers
• Keen attention to detail & risk identification
• Basic knowledge of Banking Industry & Regulatory Environment, including but not limited to Regulations CC, D, E & Z and Red Flags Rule, FCRA, etc.
• Ability to articulate research findings and detail them out as per need
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
• Ability to maintain high levels of confidentiality and data security standards

Mandatory Qualifications/ Skills

• Problem Solving - High School Graduate or Equivalent, Bachelor's Degree plus
• similar work experience at a financial institution
• Certified Fraud Examiner certification a plus
• Demonstrates sound decision making
• Ability to work in a dynamic, fast paced environment
• Strong attention to detail
• Ability to work independently and in a group setting
• Adaptable to change

Skills Required