Banking Operations Senior Associate

Responsibilities:

To manage ongoing escalation cases to ensure prompt, effective and efficient resolution for customer issues on the President's Choice Financial MasterCard program
Manage offline queues to ensure that they are within 48-hour SLA
To track the appropriate reason for these escalations, which assists the analytical processes and reporting regarding customer escalations
To seek solutions to customer issues, as an agent of the President's Choice brand and an advocate for the product
To liaise with customers for further information, to provide updates and to prompt for documentation
To liaise with all areas of the PCB/NTT DATA partnership to ensure a thorough and complete understanding and resolution of any and all customer escalations
To escalate concerns, where appropriate, and as requested by customers

Requirements:
French language is mandatory

6 months minimum tenure working on the President's Choice Financial MasterCard program.
2-3 Years of Customer service background, with experience in the Credit Card industry.
Previous experience with handling escalated calls preferred.
Demonstrate a high level of confidence while dealing with escalated situations/customers.
Flexibility in mindset and in approach to ensure individualized customer service catered to the specific customer issue or need at hand; ability to think outside the box to achieve resolution.
Excellent time management skills.
Must be open to constructive feedback from supervisor, operational leads and team coordinator
Must work well with limited timelines.
Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers.
Bias for action.