Ability to communicate effectively via both spoken and written communication by utilizing proper grammar and punctuation skills. 3+ years of relevant work experience in the Financial Services field. Related experience as a Subject Matter Expert in credit card services. Passion for delivering exceptional customer experiences and serving as a role model for support agents Ability to work independently while making sound business decisions on case information Ability to multitask using multiple systems, screens, and tasks during customer contacts Ability to learn and adapt to new software technologies Put People First: Provide and seek constructive feedback - clear is kind; Choose Inclusion and foster belonging Work Customer Back: Focus on our customers' greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences Ability to work independently while making sound business decisions on case information Customer focus Strong listening skills Problem solving & solutions-oriented Remains calm under pressure Drive for results Functional / technical skills Upholds strong ethics and values, integrity and trust Empathy and Customer focus Communicate with clarity Genuinely care about helping customers to resolve their cases Actively listen and ask questions in a positive and professional manner to find the quickest resolution Work independently while making sound business decisions for customers Ability to multi-tasking - multiple systems, screens, active listening Provide consistent feedback regarding overall customer satisfaction, tools and processes, and collaborate with leadership regarding necessary changes and updates, including product related policies and procedures, upgrades, and customer care issues. Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc. Tracks inquiries to their resolution; escalating i ssues when necessary. Documents responses and logs as required according to our workflows. Follow up to process tickets and transaction requests getting back to the customer in a timely manner. Perform other duties and required. Skills Required: Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel) Strong verbal (phone) communication skill s utilizing active listening and clearly speaking to customers Strong written (email) communication utilizing proper grammar and punctuation Work hard / play hard - Fast-paced paced yet fun working environment
