Operations Processing Senior Rep.

In this role, you will be responsible for managing inbound customer calls related to standard credit card inquiries, transactions, account maintenance, and Tier 1 online support. Your key responsibilities will include: - Responding to customer inquiries in a pleasant, courteous, professional, and well-informed manner. - Identifying customer needs through customer contact and updating customer information on the system accordingly. - Analyzing customer information to determine appropriate next steps based on the nature of the inquiry. - Following established escalation procedures for handling complaints and escalations on the first contact. - Staying updated on program information, business initiatives, corporate products, and processes. - Providing quality service by accurately assessing and responding to customer needs with sound judgment and flexibility. - Ensuring customer brand expectations are met while complying with policies, practices, and procedures. - Completing accurate documentation for each transaction and fulfilling customer requests at the end of each call. Qualifications required for this role include: - Excellent communication skills, both verbal and written. - Fluency in English. - Demonstrated analytical and problem-solving skills. - Ability to work within time constraints. - Working knowledge of PCs and strong keyboarding skills (minimum 25 wpm with 95% accuracy). - Positive attitude and the ability to work effectively in a team-based environment. - Professional and pleasant telephone manner. - Flexibility and willingness to work rotational shifts, including overnights and weekends. - Experience in a call center environment, specifically in a customer service role. - Previous experience in Financial Services would be considered an asset.,