Banking Cards Advisor/Bilingual Customer Service Representative

:

• Proactively engage with clients through various communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one

• Focus on helping clients when they need us most, by responding empathetically to a variety of questions, assisting with a myriad of banking solutions and resolving client concerns at first point of contact

• Contribute to team results by supporting all colleagues to be successful in meeting client needs • Cultivate and maintain relationships with partners to work as one team

• Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests

• Educate and assist clients with using client digital capabilities

• Metrics: call volume= 50-60/day

• Lead with empathy and apologize for delays with wait times

• Client experience, servicing clients, fulfil immediate need and identify additional opportunities available to the client

• Strictly dealing with credit cards, understand the product itself and help with interest calculations and how its captured, review transactions, identify any fraudulent transactions, what are the benefits of the card I have, how do I redeem my points

• Critical thinking and dive into transactions and take care of simple fraud requests

• Pay rate: 23$- 27$
• This will be a 6-month contractual role.

Must-have:

BILINGUAL (Mandarin/Cantonese)

• Ability to work independently, proven time management, organizational and problem-solving skills

• Exceptional client service capability and confidence in engaging clients across multiple channels (i.e., phone, video, etc.) using a friendly, positive and professional tone

• Proven ability in building rapport and maintain client relationships, preferably in the financial or service industry while working independently and as part of a team

• Desire to build exceptional client experiences, and is passionate and curious to help clients meet their needs and solve their concerns

• Digital literacy across a broad range of devices (i.e., smartphones, tablets, laptops, etc.) with above average keyboarding skills, internet and computer navigation

• Strong English oral and written communication skills along with personal flexibility to work various shifts that meet our clients’ needs Monday to Sunday 7 AM to Midnight

• Past experience in a customer service role where you provided a variety of needs-based solutions

• Experience working in a team and metrics-based performance environment

• Previous experience working in a Contact/Call Centre or in a fast paced financial and/or service industry.