BTS Customer Svc Rep Tm Ld Job

BTS Customer Svc Rep Tm Ld (Job Number: 1317226)

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. Coordinates work flow/work assignments, assists manager and supervisor in monitoring the daily activities of the group. Acts as the immediate resource for assisting with escalated calls and customer call-backs, positions reps in various queues, shares product and procedural knowledge with less experienced staff members, assists in identifying customer/product trends and issues as they arise. 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 to 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. Occasional need to take escalated calls. This position is integral to the achievement of our departmental service level goals and supporting staff. 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. Associates degree or higher preferred. One year of service - related experience.

Primary Location: Philadelphia, PA, US
Internal Jobcode: 31157
Job: Customer/Client Service
Organization: Global Operations-HR06382

November 13, 2013 • Tags:  • Posted in: Financial

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