Bilingual Customer Service Professional

Pay Rate: $26
Location: Scarborough ON
Job Type: Contract
Our client, a top banking client in Canada is looking to hire a Bilingual Customer Service Professional for their team with a contract for 12 Months with potential extension. This role includes 2 weeks training onsite and then a Hybrid work model (4 days onsite per month) at Scarborough Location.

Schedule Hours: Monday Friday - Either 9:30 am 5:30 pm or 10:30 am - 6:30 pm, late shift coverage required for any vacation or family emergency coverage (11 pm - 7 pm shift).

Summary:
The main function of an Analyst is to reply to the Commercial Card Coordinator inquiries by email or by phone. The Analyst is responsible for adhering to the Commercial Card service level agreement, troubleshooting and investigating payment reconciliation issues, retrieving ADHOC reports, and reporting problem issues to our vendors to mitigate any possible related risk. This role involves connecting with different departments within the bank such as Fraud, Chargeback, Accounting, and Contact Center.

Candidate Value Proposition:
The successful candidate will have the opportunity to work hybrid, being required onsite only 4 times per month (2 mandatory days + 2 flexible days). The team provides a wide range of support internally & externally and offers a great opportunity for growth.

Typical Day in Role:

1. Following Daily/Weekly and Monthly assigned tasks.
2. Responding to Coordinator inquiries based on the sense of urgency.
3. Adhering to the service level agreement and acknowledging the coordinator's email inquiries.
4. Purging and redirecting new replacement cards to their respective address.
5. Tracking all interactions with our internal and external clients for any email or phone requests.
6. Reporting any problem log with the appropriate vendor for further investigation.
7. Taking ownership, updating, and engaging the client on outstanding investigations.
8. Checking resources and procedures to enhance their knowledge.

Must Haves:

1. Fluent in English/French
2. 1-2 Years Customer Service Experience.
3. TSYS knowledge
4. Proficiency in Excel

Nice to Have:

1. Previous Commercial Card and Contact Center experience.

Soft Skills:

1. Strong verbal and written communication skills.
2. Analytical and problem-solving skills.
3. Great attention to detail.
4. Time management and ability to work independently.
5. Result and Customer Focus.
6. Interpersonal skills and high-performance mindset.
7. Flexibility.

Education:
College/University degree preferred.

If you are interested in hearing more about this role, please send your updated resume in MS Word format to Fouzan@ifgpr.com and mention the Bilingual Help Desk/Technical Support - 2 in the subject line.
Other roles can be viewed at www.ifg-global.com
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