Commercial Card Services CSR - US

Job Description: The Customer Service Representative will work the requested shift and be part of a team in a 24/7/365 Call Center. The representative may also work with the web-based tools of MasterCard and Visa to effectively monitor possible fraudulent use of Commercial Credit Cards. The CSR will provide friendly customer satisfaction while leveraging problem identification and conflict management skills to resolve client and customer concerns to retain customer loyalty. Using a case tracking system, the representative will create and resolve customer inquiries and disputes received through phone calls and emails. The representative will have ability to adhere to schedules, policies, procedures, and the ability to work from home including internet access. Ability to work flexible shifts and overtime, if necessary. Ability to interact with people through problem solving. Meets educational requirements; High school diploma or equivalent with 1 year of continuous Call Center or Financial Services industry work experience. Strong attention to detail. Demonstrated previous Customer Service experience is required. Essential Job Functions

• Answers telephones and responds to basic customer questions.
• Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded.
• Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
• Processes and distributes incoming email for multiple clients in accordance with established service level agreements.
• Interfaces with team members, management, and customers in reference to customer service issues.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Mandatory Qualifications

• High school diploma or G.E.D.
• Two+ years of customer service and telephone experience is required.
• Experience working with computer software, and telephone technology are required. This is a call center position and call center experience is required.
• Commercial credit card support and/or fraud monitoring experience is required.
• Reviewing transactions, determining fraud, charge back processing experience is preferred.
• Experience handling sensitive information is required.
• Great verbal and written communication skills are required.
• Typing skills and data entry skills are required.
• Work shift: Wednesday through Sunday 7am – 3:30pm ET.

Other Qualifications

• Business and analytical problem-solving skills.
• Communication skills.
• Ability to work independently.
• Ability to follow oral and written directions.

Work Environment

• Home base remote position.
• Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
• Employment is contingent upon successful completion of a background check, which may include criminal history, employment and education verification, credit check (where permitted by law), and regulatory or licensing verification.
• Hours – Wednesday through Sunday 7am – 3:30pm ET.

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