Customer Experience Agent handling inquiries for German - speaking customers in a hybrid role. Involves online communications, customer service, and complaint handling across various channels.
About the role
- Compliance Operations Support role resolving discrepancies and violations in card brand compliance data for Bank of America. Ensuring professionalism and accuracy while navigating multiple systems to achieve results.
Responsibilities
- Responsible for resolving discrepancies/rejects of required data related to compliance card brand processing/program requirements
- Resolve compliance card brand data issues with merchant/BofA
- Ensure correction of identified account data issues that cause rejects/violations
- Assist Merchant Portfolio Analysts with issue resolution and communication dependent on bank direction
- Contact/educate merchants and bank partners on how to mitigate compliance rejects/violations
- Handle assigned tasks under stringent timeframes while maintaining a high degree of professionalism and accuracy
- Navigate through multiple systems to research and resolve compliance rejects/violations
- Partner with Compliance in resolution of card brand violations
- Identifying process & procedural gaps and potential training needs based on projects
Requirements
- High School Diploma or equivalent
- Previous customer service experience
- 1+ years previous merchant experience
- Excellent email etiquette and soft skills
- Knowledge of different card brands - VISA, Mastercard, AMEX, Discover, etc. (preferred)
- Knowledge of the compliance process (preferred)
Benefits
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
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