Hybrid Contact Centre Representative, Disputes – Bilingual

Posted last month

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About the role

  • Respond to incoming inquiries or requests from credit card clients in a pleasant, courteous, knowledgeable and professional manner
  • Make outbound calls to clients to resolve disputes, educate on dispute handling process, or request additional information
  • Gather information as required by Visa and MasterCard Operating Regulations to process and support chargeback
  • Request and send customer correspondence and follow up with customers when necessary
  • Resolve credit card application inquiries using Review, Secured, Duplication, Missing and Verification rules
  • Process credit limit change requests using clear and empathetic judgment
  • Take complete ownership of calls, providing friendly, courteous and professional service
  • Participate in 5 weeks of training (in-class learning and on-the-job application)
  • Work remotely under Agent@Home program and be available for occasional on-site attendance

Requirements

  • Fluent in French and English (bilingual)
  • Ability to work independently as an Agent @ Home with a secure workspace (room/office with a door)
  • Wired Internet connection (minimum download 15 Mbps and upload 10 Mbps); satellite Internet prohibited
  • Ability to attend primary work location within two hours’ notice for business-related purposes
  • Flexible to work evening shifts, weekends and holidays (Contact Centre hours Mon–Sun, 8:00AM–12:00AM)
  • Legally eligible to work at the specified location and, where applicable, valid work or study permit
  • May be asked to complete assessments (attribute-based assessment, simulation, French proficiency, MS Office)
  • Call Center, Client Service, Communication, Customer Experience (CX), Outbound Calls skills listed in job posting

Benefits

  • competitive salary
  • incentive pay
  • banking benefits
  • a benefits program*
  • defined benefit pension plan*
  • an employee share purchase plan
  • a vacation offering
  • wellbeing support
  • MomentMakers, our social, points-based recognition program
  • Purpose Day paid day off
  • spaces and technological toolkit to collaborate

Job title

Contact Centre Representative, Disputes – Bilingual

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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