Telephone Support - Operations Representative II

Description

The Operations Representative II will ensure that Customer Service employees are providing Applicants and Cardholders with professional, courteous, and efficient customer satisfaction through direct assistance, guidance, and follow-through on issues requiring higher processing and review.

Summary Of Essential Job Functions

• Demonstrate an excellent understanding of all types of functions worked within Customer Service.
• Excellent written and verbal communication skills.
• Maintain a positive and professional demeanor towards internal and external customers.
• Successfully navigate through FDR (BS, CIS, CMM, etc) and CAS systems.
• Handle all CS call types including Escalated ones.
• Demonstrate a thorough comprehension of all client related products (both current and forthcoming).
• Process and/or provide guidance for monetary and non-monetary adjustments when required.
• Analyze account holder questions and ensure the bank is providing clear and concise answers whenever possible.
• Research Cardholder records when necessary to resolve all outstanding issues.
• Review letter quality for grammar and ensure all Cardholder questions have been addressed.
• Review Outsource Agency's performance to ensure a high level of quality output.
• Support Outsource Agencies by telephone, email, and by processing Online Research Requests (ORR’s).
• Complete relevant forms promptly and accurately.
• Meet and discuss findings/opportunities with Reporting Supervisor.
• Administer Coaching/Exception within Customer Service policy.
• Observe and ensure adherence to all of the department’s policies and procedures.
• Develop and implement staff and Process Improvements.
• Attend Weekly calibrations.
• Analyze and write Presidential cases.
• Perform quality review of cases and issues processed within the unit.
• Follow-up on all pending research issues.
• Aid staff through coaching with various functions.
• Review forms, logs, and journals prior to routing to another department or team.
• Able to be self-sufficient and/or work as a team.
• Perform other duties as assigned.

Position Requirements

• Two (2) or more years of Customer Service-related experience.
• Excellent written and verbal communication skills, as well as reading and comprehension skills, are required.
• Great computer skills, with intermediate knowledge of Microsoft Office required.
• Ability to prioritize assignments and follow up with delegating responsibilities essential.
• Excellent working knowledge of FDR, CAS, Retrievals, Credit Bureau Reports, Cardholder Account Maintenance, Online fee adjustment and PPS preferred.
• Bilingual (Spanish) a plus.