- Responds to customer/client queries and inbound communication providing guidance and resolution.
- Acknowledges receipt of emails and returns missed calls promptly, providing timely updates until the issue is resolved.
- Proactively places regular courtesy calls to clients to determine their level of satisfaction with service offerings - to be supported by a Completed Call report.
- Ensures that customer/client complaints are minimized by anticipating needs and exceeding expectations.
- Handles requests and complaints ensuring that they are resolved effectively and efficiently – complaints and resolution to be documented in a Complaints Management Log.
- Understudies and provides assistance or relief to the Card Services Senior Customer Service Representative as required.
- Amends customer/client records as requested ensuring that all required supporting documentation is attached to each request (address change, contact information update, name change, parameter change requests.
- Actively participates in promotional initiatives in an effort to maximize exposure to the company’s products and services while positively contributing to business development.
- Escalates all unresolved matters arising from the day to day customer service activities to the Card Services Senior Customer Service Representative and Card Services Operations Officer.
- Maintains accurate and up to date files.
- Sells/cross sells the organisation’s products and services. Identify referral opportunities and make relevant referrals to assist the branch to meet its objectives.
- Any other duties ancillary or related to the foregoing
- A minimum of five (5) O’ levels or CXCs (general proficiency) including mathematics and English a minimum of two (2) years’ experience working in the credit card industry. Proficiency with MS Office suite, including Excel and Word would be an asset.
- A minimum of two (2) years’ experience in a financial services environment; and have been working in the credit card industry for at least two (2) years. Proficiency with MS Office suite, including Excel and Word would be an asset.
- Excellent customer service skills
- Sound knowledge of card services operations and industry standards.
- Knowledge of the Card Associations’ operating rules and regulations.
- Sound communications skills
- Ability to multi-task and prioritize
- Works well under pressure
- Customer Service oriented
- High level of flexibility
- Team oriented
- Problem solver
- Attention to detail
- Shows initiative
Applications should be sent to Patricia Archer, Talent Manager, Human Resources Department via email: jobs@bpwccul.bb
Subject: Card Services Customer Service Representative (CAP-20)
Deadline: June 24th, 2024
We thank all candidates however only shortlisted candidates will be contacted.