Our Banking Client in Toronto, ON is looking to hire a Client Escalation Coordinator for 12+ months of contract role with possibility of extension
As a Client Escalation Coordinator, candidate is responsible to support required for backlog of escalations + ongoing escalation volumes
GROUP INFORMATION? This team is part of the credit cards product LOB. The pre-paid business was previously a part of deposits; however, this department has moved over to cards in the last year. The credit card group consists of more tenured staff, they are responsible for all-inclusive benefits for the entire Clients credit card portfolio. Such benefits include medical, trip cancellation, lounge access, nexus benefits, etc. The pre-paid business out-sources a chunk of its operations to 3rd parties – there are limitations of what the bank can do to service the client. Certain issues must be escalated to head office. This team is easy to get along with, they dedicated and like to have fun. There is a fair bit of comradery.
EVP (Employee Value Proposition): The Client is a purpose driven organization; they are focused on doing what is right for the client. Client puts themselves in the shoes of the client to see things from their perspective. This role is hands on in regard to this perspective – the resource will deal with real life situations where clients are in need of assistance. The resource will be empowered to make decisions that will help clients and resolve various situations. This role is very fulfilling – the resource can go home knowing they spent the day helping clients.
WHAT IS THE PROJECT THE CONTRACTOR WILL BE WORKING ON? Not a project, ongoing support is needed for escalations
Who Will the Candidate Be Working with on a Daily Basis? During training, the resource will work closely with 3 pre-paid staff members to learn the processes and systems. Once trained, the resource will work with clients, banking centre leads, and representatives from client care groups. There is a blend of working with front line staff to resolve issues and communicating with the client.
Daily Job Duties/Activities: This resource is accountable for supporting the day-to-day handling of client escalations related to the Smart Prepaid product and inclusive credit card benefits and insurance.
•Review client escalations and coordinate with internal and external partners to resolve the issue and respond to the client in a timely manner
•Support day-to-day relationship management and operational/technical issues for Smart Prepaid cards and all Credit Cards benefits.
•Weigh reasonability against operational considerations and program/product policies to best resolve the issue in a timely and efficient manner
•Recommend updates to products, process and client communications to improve the client experience
•Work with partners across the Bank and external partners / vendors to support the business
•Work closely with Frontline teams to create internal awareness and education about the programs and support Frontline colleagues with knowledge and tools to help meet client needs
•Articulate a direction to other partners who may be engaged in the solution implementation
•Once escalations have levelled out this resource will work on projects where they will use their client escalation expertise to provide input on enhancements to processes and procedures – they will act as the SME on how changes will impact client experience
•3-4 years of experience in a front-line customer service role (could be face to face or contact centre experience – they must have an understanding of what is required to service a client)
•Familiar with payment products, some experience with credit or debit cards
•MS Office, proficient in Excel, and PowerPoint
NICE TO HAVE:
•Experience with pre-paid cards
•Familiar payment industry systems – TSYS, FDR
•Strong communication skills, both written and verbal
•Ability to build rapport with individuals across the bank
•Ability to apply an analytical mindset to complex situations to identify the most efficient solution to meet the needs of the client
•Goes above and beyond to deliver results
STAR CANDIDATE? Someone who is outgoing, eager, and looking to integrate with the team.
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