Remote Bilingual Senior Agent, Credit Card Operations

Job content

With people at the heart of our success, NTT Data is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT Data, what you do matters.

A Career at NTT Data Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive and diverse working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  
  

What else does NTT Data Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities
  
  

Position Overview:

The senior representative is responsible for a multitude of credit card account servicing functions including inbound customer service inquiries, credit card applications, fraud detection, dispute management, etc. This role is responsible for delivering excellent customer service by focusing on first call resolution and reducing customer effort. During the first 4-6 months of the role, this position is responsible for contributing to the program launch for this client. This includes participation in project meetings and calls, executing project deliverables, training and process development and documentation and end user testing. Post launch, this position will be responsible executing a multitude of program processes.

Position:Senior Agent, Credit Card Operations

Position Status: Full Time

Hours of Work:Monday - Sunday 7:00am - 11:00pm EST (Rotational Shifts)

Department:Manulife

Rate of Pay:$20.00/HR - $22.00/HR Bilingual (French/English)

Responsibilities:

• 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, and 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.
  
  

Requirements:

• Excellent communication skills in English and French (listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are required.
• 2-3 years Call Centre experience and Credit card operations background.
• Ability to work shift work from including weekends 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
• High school diploma
• Experience handling escalations
• Previous leadership/Supervisory experience is an asset.
  
  

Diversity. Equity. Inclusion.

Unleashing the power of being unique.

We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT Data what you do matters. Because here YOU can.

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