• 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.

• 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

• Play a key role in advising and supporting existing and potential customers whilst creating positive experiences and engagements.
• Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support.
• Increase customer confidence by responding to customer inquiries in a pleasant, courteous, professional, and well-informed manner.
• In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.
• Act as a single point of contact and analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry.
• Adhere to established escalation procedures when mitigating complaints/escalations on the first contact.
• Remain current on program information and business initiatives, as well as corporate products and processes.
• Strive to achieve and improve service level agreements and productivity targets.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.
• Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.
• Accurately complete appropriate documentation for each transaction.
• End each call by completing all required activity in order to fulfill customer requests.
• Participate fully as a team member, help build a positive and diverse work environment, willingly assist and mentor others in the completion of work activities, and address communication issues efficiently.

Requirements:

• 
  Fluent in English; Bilingual (French) required.
• Excellent communication skills, both verbal and written
• Tactful communicator able to exchange ideas and customer information in a concise and logical way.
• Superior customer service skills
• Professional and pleasant telephone etiquette
• Demonstrated analytical and problem-solving skills.
• Demonstrated ability to work within time constraints.
• Proficiency in software tools including MS Office, and internet application.
• Working knowledge of PCs and strong keyboarding/ data capturing skills (min 25 wpm)
• Positive attitude and demonstrated ability to perform in a team-based environment.
• Must have flexibility and willingness to work rotational shifts, including evenings and weekends.
• Experience working in a call center environment specifically in a customer service role.
• Previous Financial Services experience would be considered an asset.
• Power outlets for both a PC and Monitor
• High Speed internet (10MB or greater)
• A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction. This is important since you must be connected via Ethernet port and not by Wi-Fi.