Banking Operations Associate

"Position Overview :

The Customer Service Investigator (CSI) acts as a liaison between the customer and the various functional areas of the NTT / President's Choice Financial Mastercard partnership. Working with these functional areas in an offline capacity, CSI is responsible for managing ongoing escalations by creating action items and SLAs for various factors within the organization to ensure timely and effective resolution of customer issues, based on both the standard operating procedures of the program and the ability to flexibly apply subject matter expertise into creative, customer-friendly decisions to resolve customer issues. Candidates should be experienced with the PCB Brand with strong program knowledge.

Position : Customer Service Investigator

Position Status : Full Time, Permanent

Hours of Work : Monday – Friday

Department : President's Choice MasterCard

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 :

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Skills Required

Time Management, Communication Skills, Credit Card Industry, Customer Service