Bilingual WFH Customer Service Specialist
About the role
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.
We are seeking WFH French/English Bilingual Customer Service Specialists to join our team. You will act as the concierge to our valued customers while assisting them with their banking needs.
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 and customer
requests for increased credit limit assignment. - 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
- A new and vibrant office environment
- Competitive compensation package commensurate with experience plus benefits
What you should have:
- Minimum of 1-2 years of customer service experience, preferably with call center experience.
- Minimum of 1-2 years of experience in credit card or within the financial sector.
- Experience in credit lending/adjudication/collections is an asset.
- Experience in fraud detection/application verification/fraud investigation is an asset.
- 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 within time constraints.
- 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.
- Excellent oral and written communication skills in English and French.
- 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 & 10 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.
About NCRI
NCR has carefully developed services that will strive to exceed all expectations set by clients. These programs are flexible in design and are unique for each customer. Careful analysis and due diligence are conducted for each client prior to recommending a specific service to address their needs.
NCR has assembled a service portfolio that allows each client to custom design revenue enhancement, backlog reduction, and collection programs to suit their specifications. Our capabilities include every follow-up function conducted by an independent debt collection firm.
Bilingual WFH Customer Service Specialist
About the role
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.
We are seeking WFH French/English Bilingual Customer Service Specialists to join our team. You will act as the concierge to our valued customers while assisting them with their banking needs.
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 and customer
requests for increased credit limit assignment. - 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
- A new and vibrant office environment
- Competitive compensation package commensurate with experience plus benefits
What you should have:
- Minimum of 1-2 years of customer service experience, preferably with call center experience.
- Minimum of 1-2 years of experience in credit card or within the financial sector.
- Experience in credit lending/adjudication/collections is an asset.
- Experience in fraud detection/application verification/fraud investigation is an asset.
- 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 within time constraints.
- 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.
- Excellent oral and written communication skills in English and French.
- 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 & 10 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.
About NCRI
NCR has carefully developed services that will strive to exceed all expectations set by clients. These programs are flexible in design and are unique for each customer. Careful analysis and due diligence are conducted for each client prior to recommending a specific service to address their needs.
NCR has assembled a service portfolio that allows each client to custom design revenue enhancement, backlog reduction, and collection programs to suit their specifications. Our capabilities include every follow-up function conducted by an independent debt collection firm.