CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting, and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands and design customized solutions to complex customer challenges.

As a Remote Bilingual Customer Service Representative, you will be responsible for providing an exceptional experience to our potential customers, existing clients, and merchant partners. You will be working closely with customers and merchants to accurately assess and respond appropriately to their needs. The right person will have good judgment, high emotional intelligence, and the ability to problem-solve and influence to find a mutually beneficial solution.

What you will be doing:

• Provide exceptional customer service while responding to all inbound risk inquiries, including, by not limited to, the following call types:
• Pending applications due to fraud or credit risk.
• Credit Limit increases.
• Merchant support.
• Adjudication of applications pended for credit. Review to determine eligibility based on credit guidelines.
• Adjudication of select applications pended for fraud risk.
• Validate and verify applicants over the phone to mitigate application fraud.
• Review supporting documentation to confirm the applicant’s identity customer.
• Support merchants in completing the application process for point of sale/real-time credit application process.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines, and requirements and controls in relation to PCI compliance standards.
• Report customer feedback by adhering to the established escalation matrix.
• Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.

Why you would love to work here:

• You have the opportunity to be a part of an award-winning, fast-growing company
• Our innovative culture promotes ongoing learning opportunities with training and mentorship
• Competitive compensation package commensurate with experience plus benefits

What you should have:

• Minimum 6 months of Inbound Customer Service experience in a contact Centre
• Experience in credit lending/adjudication/collections is an asset.
• Experience in fraud detection/application verification/fraud investigation is an asset.
• Excellent communication skills in English and French(listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.
• Demonstrated analytical and problem-solving skills within time restraints.
• Personal qualities shall include adaptability, flexibility even-tempered, focused and reliability.
• Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
• You must be able to work full-time based on your assigned shift, including having the flexibility and willingness to work rotational shifts based on business needs and special circumstances.
• Strong knowledge of PCs, and proficiency in MS Word, Excel, Teams and Outlook are an asset.
• Must be able to meet the minimum work-from-home requirements, including high-speed internet in your home **(**min. 50 Mbps download & 20 Mbps upload speeds), must be hardwired to your home modem using the provided ethernet cable, and have a quiet workspace.
• You can work in a quiet, private place in your home where you can work without background noise or disruption.
• Ability to hardwire (Ethernet) your company-provided equipment directly to your home router.

Additional Information:

CXAi welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).

We appreciate all applications; however, only those shortlisted will be contacted by our Talent Acquisition Team.