Remote Escalations Representative Jobs in Calgary, AB

Req ID: 384496 

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 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 successful candidates will be responsible for the membership experience through providing best in class credit card support and services. The Bilingual Financial Customer Care Service Representative will be a valued member of the Credit Card Contact Centre team and will report into a Team Leader.

Position: Bilingual Financial Customer Care Service Representative

Position Status: Full time - Work from Home

Hours of Work: Monday-Sunday rotational shifts            

Location: Open to residents of Alberta, Manitoba, New Brunswick, and Nova Scotia

Rate of Pay: $20.00/Hr - $21.17/hr Bilingual (English/French)

Responsibilities:

• Manage incoming phone inquiries and requests from cardholders and financial institution partners which include, but not limited to general inquires, secure code, website support, points/rewards programs, card applications, sales, escalations, retention, activation's, balance inquiry.
• Responsible for introducing and promoting new services in a business development capacity.
• Maintaining timely problem resolution and high levels of customer satisfaction.
• Validating customer information, and requests. Identify the customer's needs through customer contact.
• Analyze information presented by the caller to process next step according to the nature of the inquiry.
• Remain current on program information and business initiatives, as well as corporate products and processes.
• Identify and resolve complaints while influencing the situation to achieve a mutually satisfactory solution ensuring the escalation process is followed as necessary.
• Accurately complete appropriate documentation for required transactions.
• End call by completing necessary actions to fulfill customer requests.
• Other duties as required.

Requirements:

• Excellent communication skills in both English and French is required.
• Previous sales experience considered an asset.
• Demonstrated analytical and problem-solving skills.
• Proficient in Microsoft Suite Applications
• Positive attitude and demonstrated ability to get along with others.
• Professional telephone manner and literacy required.
• Minimum of 3 months Customer Service experience
• Credit/debit card processing and financial institution operations experience preferred.
• Ability to offer products and services that align with customer profile and needs.
• Align with the credit union philosophy of "people helping people" and the company's core values: People Matter, Collaborate for Results, Ownership Perspective and Embrace Change.
• Available for all required shifts, including evenings and weekends.

Working From Home Requirements:

• High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
• A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
• You must be connected via Ethernet port and not by Wi-Fi.
• Ability to download and use the Google Authenticator app.
• Must have IOS 11 or Android version 10 (or newer).

This job posting is for future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.

 #BIND

Inclusion. Belonging.

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.