Sr. Customer Service Representative

Contact Centre Pasig City, Philippines


Description

Position Overview:

The Sr. Agent role represents the management team and helps provide team direction, guidance and support.  The role requires flexibility to move between production work and support activities. 


Responsibilities:

  • Floor Support – assisting team, answering questions and providing support for challenging calls or reviews. Real time service level management, workflow assignments, live call listening and coaching.
  • Escalations – handling escalation calls, client escalations and Credit escalation reviews
  • Production work including (often with higher levels of authority):
    Maintaining/exceeding established standards and targets and adhering to all credit policies, procedures and guidelines.
  • Administering and controlling credit terms and limits.
  • Perform all credit limit reviews, reinstatements and account maintenance
  • Assessing credit worthiness of prospective customers and approving /recommending and negotiating credit terms and limits appropriate to the customer’s requirements and ability.
  • Initial fraud review of applications and taking appropriate action
  • Converse directly with the card holder or applicant
  • Inbound and Outbound customer service
  • Offline work as required
  • Additional duties as described by Management

Qualifications:
  • 2-3 years’ experience in the credit card or financial services industry
  • Experience in fraud monitoring, fraud detection, or investigations an asset
  • 1-2 years Lending experience in the Credit Card or related industry an asset
  • Previous leadership experience an asset.
  • Experience with credit industry decisioning: applications, Credit Scores, Employment Verification.
  • Call Centre experience an asset.
  • Fluent in the English language, French an asset.
  • Excellent verbal and written communication skills.
  • Highly developed interpersonal skills.
  • Ability to motivate others.
  • Analytical, detail-oriented and ability to multi-task.
  • Flexible, reliable, conscientious and able to follow directions.
  • Good listening and negotiation skills.
  • Results oriented, highly motivated with ability to work independently and as a team in a fast paced environment.
  • Strong organizational and time management skills.
  • Strong understanding of departmental work flow.
  • Proficiency in MS Word, Excel, and Outlook are an asset.