Canada CSR I - Inbound Customer Service
TSYS Managed Services Canada - Greater Sudbury, ON

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Interested candidates MUST apply online at: http://www.tsys.com/About/Careers/the_americas/north_america/career_opps.cfm Job Posting # 88462. Campaign runs from 4pm to 1am, 7 days a week. Shifts will be deterined by shift bidding. Candidates must be fully bilingual (French and English).

Summary

Receives and responds, via telephone, various customer service requests, inquiries, and problems. May respond by referring cardholder to published materials and/or senior staff. Maintains accurate and complete records of all inquiries and problems handled. Operates a personal computer, mainframe, software packages and front-end programs related to the client.

Responsibilities

Under direct supervision, provides the highest level of customer service to cardholders and retail banking customers in a timely manner while maintaining the integrity of the client. Has the ability to handle calls that are basic and routine; refers more complex issues to senior staff. Develops a general understanding of systems and products. Primary function is to assist cardholders and retail banking customers with account requests, inquiries, and problems such as: account balances, fund availability, fund transfers, stop payment orders, account closings, authorizations, name and address updates, and other general account activity. Calls requiring additional assistance are directed to the appropriate area. (i.e. Chargeback and Account Research). Maintains acceptable levels of productivity, quality and adherence standards determined by the Call Center. Attends on-going training sessions to maintain the highest level of understanding of client’s policies and procedures.

Education/Experience

High School diploma or equivalent and 0 to 2 years specialized training/related work experience. Appropriate TSYS experience is preferred.


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