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Bilingual Customer Support Specialist

3 months ago

Old Toronto, Canada Brim Financial Full time

Brim is an established Fintech company with its own card issuance license (B2C) and a financial technology platform as a service (B2B) delivered to Financial Institutions and Large Commercial partners. We deliver an innovative product suite and cards, integrated buy-now pay-later solutions, mobile and digital banking, and behavior-driven customer engagement - all embedded with a global rewards ecosystem and transformative customer experience.

Brim is the only Fintech in North America that is a licensed credit card issuer by Mastercard, and we were recently awarded Best Challenger Bank Credit Card and Platform of 2022.

When you join the support and experience team at Brim, you become part of the personal connection that strengthens the relationship people have with Brim and their everyday financial experiences. Every interaction is an opportunity to delight and enrich our cardmember’s experiences.

Today, Brim has the largest self-service offering and we are continuously launching new innovative features. Join us in redefining customer experiences

In this role, you will:

  • Represent Brim’s brand with best-in-class customer experience, helping cardmembers with their inquiries through email, chat, and social media
  • Manage customer relationships by taking ownership of inquiries and representing Brim
  • Develop and document new processes which solve frequent pain points for the team and help deliver a more consistent experience for our customers
  • Be the frontline of support at Brim on all customer inquiries, responding and resolving questions in a considerate and timely manner
  • Create the energy and excitement around Brim products and platform, providing the right solutions in a timely manner to our cardmembers
  • In addition to resolving inquiries, help cardmembers to understand digital self-serve functionality available to them in the Brim app and online portal
  • Maintain excellent and up-to-date knowledge of features, policies and procedures about products and service. Leverage this information to act quickly and make sound decisions.
  • Own the support role for the company as part of our Customer Experience team

We are looking for someone who can:

  • 5+ years’ experience delivering great customer experiences in a very active environment with constant interaction and communication with card members.
  • Bilingual ability (English-French)
  • Strong interest in technology, particularly fintech, and agility at learning new platforms and features
  • Strong people skills: you are approachable, a good listener, and empathetic
  • You are a polished writer, and can craft a great email at the drop of a hat
  • You know exactly how to diagnose customer issues and make customers happy
  • You are organized and efficient, nothing falls through the cracks
  • Must have great attention to detail, accuracy and follow-through
  • Self-motivated and will strive to achieve best results as you improve along the way
  • Must be dependable, responsible, accountable, honest, hard working, resourceful, excited to learn new things, bright, upbeat, and friendly
  • Must be looking to work in a long-term period and master the ropes of the role along the way
  • Problem-solving, critical thinking, and analytical skills
  • Excellent communication (written and verbal), grammar and typing accuracy, and collaboration skills

You will be a preferred candidate if you have:

  • Experience with the TSYS credit card processing environment
  • Financial Industry experience
  • Experience in servicing customers in a fast-paced customer focused credit card issuing environment and post-conversion in new product launches
  • Must speak French

What we offer:

  • The opportunity to work in both an awesome company and an exciting industry experiencing hyper-growth
  • We have transitioned to a remote first company so that means you will be working remotely
  • Yearly paid vacation
  • A competitive salary and benefits
  • A diverse, kind, committed and hardworking team
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