BPWCCUL | CSCSR

Loan Application

Department/Division:
Card Services

Reports to:
Card Services Senior Customer Service Representative

Job Purpose:
Responsible for providing customers and clients with a consistently high level of service aimed at meeting and surpassing their needs and expectations. Collaborates with customer service and other staff to ensure consistently outstanding internal and external interactions are maintained. Builds excellent relationships and ensures that agreed service levels are monitored.

Duties and Responsibilities:

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

Qualifications and Experience

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.