Why join us

To continuously provide high quality processing GPS to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s).  Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

What you will do 

• Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
• Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
• Demonstrate a sound knowledge of the payment industry and its associated processes and systems.
• Receive/make calls/Emails from/to customers (internal/ external) 
• Act effectively on all customer feedback.
• Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution)
•  Responsible to provide high level support to the helpdesk to identify and resolve complex or critical issues to improve and enhance customer experience and comply with all audit and compliance requirements. Staff is responsible to assist with delivery of the call, email, live chat quality and coaching model, consistency checks, call benchmarking and/or coaching of team members as outlined in the call monitoring SOP.
• Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank

Skills

• Fluent in English and French is a must
• Previous Experience in customer facing roles
• Exceptional Client focus and orientation
• Interpersonal, verbal and written communication skills.  
• Ability to communicate efficiently with local and global teams
• Excellent organizational and time management skills 
• Ability to multi-task, depending on the criticality of the tasks.  
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn.

What additional skills will be good to have?

• Experience and proficiency with web-based technologies. 
• Position requires technical knowledge where GPS experience is asset.
• MS office.
• MI and Reporting/ Real time management.

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