Remote Bilingual Risk Service Advisor - Over-night - Jobs in Moncton, NB

Job Description

What’s in It for You

• Work-From-Home from Day 1, we supply the equipment needed.
• Virtual paid training
• RRSP, Short and Long Term Disability options available
• Paid vacation, training & career progression
• Performance bonuses and much more!

If you are looking to jump-start your career and join a leading company, then NTT BPO is the place to be!Position Status: Full Time Permanent -Work from HomeHours of Work: Monday - Sunday 11:00PM - 7:00AM - Night ShiftPosition Overview:Contributes to the overall success of the Fraud Services team within the Risk Services Department across Ottawa and Toronto, ensuring specific goals and tasks are executed on in support of the team and client’s business strategies, brand expectations and objectives. Ensure all activities conducted are in line with the internal policies and procedures.As a Fraud Service Advisor, you will be part of a team performing financially based investigative and assessment activities with a heavy focus on customer service and empathy skills.In this role, your core responsibility will be handling high risk calls from existing and potential customers in regard to application processing, account updates, credit limit increases, website support, etc. You directly impact service levels, telephone service factors and the quality of customer interactions within a fast-paced work environment. The primary role of this position is to exceed caller expectations with superior customer experience while safeguarding both NTT and the client from any Fraud losses that may occur.Personal Characteristics:A candidate would stand out as a “fit” in the sourcing process by naturally demonstrating the following characteristics:

• Confident and understanding when dealing with emotional situations
• Strong Communicator – clear, concise, situational, and persuasive oral and written communication
• Confidence – Operates with diplomacy and a positive attitude
• Solutions orientation – thinks solution first when faced with problems
• Analytical mindset- Ability to probe and ask the right questions
• Inquisitive and can think quick on their feet with decision making ability
• Detail orientated, with active listening skills
• Ability to apply logic and relay information with diplomacy
• A relationship builder & collaborative team player
• Bilingual- intellectual aspect, previous education, language piece is flawless

Career Highlight and Achievements:When discussing career achievements would describe situations and moments of pride that involved:

• Exceptional Customer Service skills and experience
• Previous escalations experience
• Excellent communication skills in English/French (listening/verbal/written) with emphasis on active listening, probing and negotiation skills
• Effective problem solving and demonstrated analytical ability when
• Demonstrated ability to exercise judgment skills required in dealing with complex situations
• Ability to explain complex information and purify it into layman’s terms

Responsibilities:

• Provide excellent customer service while responding to all inbound inquiries including, but not limited to; general inquires, secure code, website support, loyalty programs, card applications and paper statements.
• In conjunction with on-screen customer information, identify customer’s needs through customer contact while simultaneously reading/updating customer information on the system.
• Analyze information presented by the caller to process next step according to the nature of the inquiry.
• Use probing questions to determine validity of customer responses.
• Handle high risk calls such as fraud analysis following existing SOPs with the intent of mitigating legal, financial, and reputational risk.
• De-escalate challenging cardholders and demonstrate empathy in all interactions.
• Identify and resolve complaints while influencing the situation to achieve a mutually satisfactory solution ensuring the escalation process is followed as necessary.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.
• Accurately complete appropriate documentation for required transactions such as l/s reports, claims, etc.
• Proactively identify potential fraud trends through effective call analysis.
• Report customer feedback by adhering to established escalation matrix.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgement when recommending appropriate options/solutions, while adhering to the standards of quality assurance program.
• Remain current on program information and business initiatives, as well as corporate products and processes.

Relevant Experience/Qualifications:

• Bilingual in English and French is required
• Must be available for full time training during the Day.
• Minimum of 1-2 years’ experience in Credit Card or Financial Sector
• Minimum of 1-2 years World Class Customer Service experience
• Exceptional customer service skills, previous Call Centre experience
• Excellent communication skills (listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.
• Demonstrated analytical and problem-solving skills.
• Demonstrated ability to work within time constraints
• Proficient in Microsoft Suite Applications with strong keyboarding skills
• Personal qualities include adaptability, flexibility, even-temperament, reliability, positive attitude and demonstrated ability to get along with others
• Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations
• Recoveries/chargeback experience within the Financial Services Sector an asset
• Demonstrated ability to implement change efforts
• Previous escalation handling escalations an asset; ability to provide difficult messages to customers and diffuse irate customers
• Recoveries/chargeback experience within the financial services sector (an asset)

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.BIND INDFQuick Apply

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