Job Description
Description 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 BPO 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: Primary responsibility will be handling inbound calls from existing and potential customers regarding application processing, account updates, product information questions and website support. Representing our and our clients’ brand, you directly influence Cardholder’s impressions of the quality of service and so need to be focused on efficiency and the quality of customer interactions you deliver within our fast-paced and changing work environment. Position: Bilingual Financial Customer Service Specialist Position Status: Full Time – Work from Home Hours of Work: Monday - Sunday Rate of Pay: $18.00-$20.00/Hr Bilingual (French/English) Responsibilities: Provide excellent service on inbound, outbound, and offline mail and correspondence work queues as assigned. Primary responsibility being inbound call servicing. Provide excellent customer service while responding to all inbound inquiries including but not limited to application processing, account updates/inquiries, product information and website support. Naturally presenting recommended product offers to cardholders to assess interest and eligibility. Encourage customers by discussing the benefits and features of supplemental products and services to improve the customer experience. Achieve offer rate and sales targets. Accurately process offline customer correspondence In conjunction with on-screen customer information, identify the caller’s needs through customer contact while simultaneously reading/updating customer information on the system. Analyze information presented by the caller to process next step according to the nature of the inquiry. Identify and resolve inquires & complaints to achieve a mutually satisfactory solution ensuring that the escalation process is followed as necessary. Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by NTT Data and the client, and requirements and controls in relation to PCI compliance standards. Adhere to the NTT Datta Code of Conduct and Sensitive Consumer Information Standard Remain current on program information and business initiatives, as well as corporate products and processes. Achieve quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options/solutions, while adhering to the standards of quality assurance program. Ability to articulate program specific information to external customers in a clear manner Requirements: Bilingualism (English/French) is a requirement. 1 year of previous customer experience required Contact center experience considered a strong asset Previous Financial Services experience would be considered an asset Knowledge of Credit Cards considered an asset High school diploma and proven experience in a customer experience industry Excellent verbal communication skills – clear, concise, confident & caring telephone manner Passionate about being a Customer Service Professional Demonstrated active listening skills Demonstrated analytical and problem-solving skills Positive attitude and demonstrated ability to get along with others Proficient in Microsoft Suite Applications and strong key boarding skills Demonstrated ability to work within time constraints Ability to multitask and work multiple assignments throughout a shift Achieve or exceed performance targets in-line with Goals and Objectives for a CSR role- quality, average handle time and cross sell offer/close rate Must have flexibility and willingness to move between various shifts, must be available to work in a 365 day/ 7:00 . - 11:00 . environment 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. BIND