BTS Customer Svc Rep
BTS Customer Svc Rep - Tuesday Friday 1:30pm 10:00pm Saturday: 8:00am 11:30am (Job Number: 1315560)
Description
Answers incoming calls from Brokers, clients, merchants and other financial institutions. Calls are related to checking, debit card, ACH and bill payment. Adhere to required call technique and provide excellent customer service. Works under limited supervision and no instructions are needed on routine work, and general instructions are given on special assignments. Good knowledge of the job. Substantial acquaintance with and understanding of general aspects of the job with a limited understanding of the technical phases of the job. Requires a high degree of accuracy. Assists new employees on training and development. Pleasant and professional phone demeanor, strong customer service skills, the ability to adapt quickly to frequently changing procedures. Representatives must be able to determine why a transaction was declined, as well as assist customers with recognizing unfamiliar charges. Representatives should be able to explain various merchant attributes and the issues that arise when attempting to complete certain transactions. Other potential challenges include assisting customers with emergency card replacement and issuing expedited cards. This position is integral to the achievement of our departmental service level goals. In addition to communicating externally with customers, brokers, and merchants, representatives must also communicate professionally and effectively with other departments, such as check fraud, adjustments, debit card disputes and fraud investigation.
Qualifications
High School Diploma or equivalent. Associate s degree or higher preferred.
One year of service-related experience. One year of service-related experience preferred. Please note the hours for this position are Tuesday Friday 1:30pm 10:00pm Saturday: 8:00am 11:30am. Hours during training will be daylight 10-6pm.
Primary Location: Philadelphia, PA, US
Internal Jobcode: 02809
Job: Customer/Client Service
Organization: Global Operations-HR06382
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