Telephone Support – Specialized Services Support Specialist III

Job Description

JOB DETAILS

REQUIREMENTS

• High school diploma/GED required.
• 4+ years of customer service experience with a background in a credit card environment
• Proficient with MS Office and ability to learn how to use proprietary software quickly
• Excellent communication skills – in person, written, and over the phone – with proven ability to tailor features and benefits of products/services to cardmembers with differing needs
• Strong customer service and communication skills for inbound and outbound contact centers
• Exhibit self-motivation, the ability to multitask and pay close attention to small details
• Ability to think logically to provide answers to customer questions as well as resolutions for various issues that may arise
• Exhibit the ability to prioritize tasks and complete them in a high-pressure environment
• Display the ability to work in a collaborative and team-oriented environment

Preferred Experience and Skills

• College degree
• Call center and remote work experience a plus
• Spanish-English bilingual skills a plus

RESPONSIBILITIES

• Serve as primary point of contact for the Company’s specialized business products and services customers
• Resolve cardmember complaints escalated from base-level agents
• Service cardmembers via telephone, e-mail, face-to-face interaction, online chat, or social media, while providing superior customer service
• Develop and maintain broad knowledge of Company products, services, and procedures through training, interdepartmental collaboration, and personal initiative
• Identify and suggest solutions for escalated cardmember inquiries not solved by base-level agents. Solutions may involve modified training, system improvements, and/or process improvements.
• Attend monthly escalation review/roundtable with Specialized Services Leadership to review recommended solutions
• Prioritize, track, and follow-up on daily assignments; including ad hoc priority assignments for high value and VIP cardmembers
• Perform in a production environment, meeting service-level and quality standards
• Adhere to all policies, procedures, and regulatory banking requirements
• Perform other duties as assigned

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