The goal of PP&P is to provide a direct method of contact to the merchant to support the Canadian Business with end to end case management.

• Be the single point of contact that owns merchant's case from start to finish providing regular updates to the merchant along the way. Once the case is resolved, PP&P analysts will engage the merchant as required.
• Assist with tasks and projects from other functional groups that require analysis and call outs to merchants or other business partners
• Maintain a high level of knowledge surrounding new products, features, services, and processes
• Escalate any case that cannot be resolved within the anticipated service level or that creates risk or exposure for the bank
• Liaise with other areas of the organization in order to provide timely resolution to merchant inquiries
• Ability to work within a dynamic and fast-paced environment Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude

Core Competencies

• Excellent verbal and written French and English communication skills
• Ability to provide professional and interpersonal communication when interacting with others
• Self-motivated, works well with minimal supervision, & performs well in a team environment Knowledge of computer software systems such as Microsoft Office, basic internet troubleshooting skills, and ability to navigate between different applications/tools

Qualifications

• Knowledge of payment processing industry and related procedures and products.
• High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
• Minimum of 2 years of customer service experience.
• Bilingual - English / French.
• Work from Office in Toronto position.