Customer Ops Coordinator

4 weeks ago


Toronto, Canada Rogers Communications Full time

The Customer Operations Coordinator is a professional that play an important role in the day-to-day processes of Rogers Bank by supporting key activities related to Operations, Disputes and Customer Service. The position will report to the Manager of Back Office and Disputes.

**What you’ll be doing**:

- Manage shared Outlook mailboxes for the intake of reports and triaging technical and or customer issues.
- Support the management and performance of management processes ( liaise with vendors to collect status of evaluations, reporting, presentations)
- Manage Back Office activities related to training and development processes
- Perform key control oversight QA activities for Back Office and Disputes
- Maintain reporting on KPIs for Back Office and Disputes
- Support the creation of knowledge management materials.
- Track and analyze reject reports for trends and potential training opportunities.
- Support Customer Service with non designated level exception requests
- Responsible for the onboarding and maintenance of Rogers Bank and third-party employees
- Support the creation of monthly business report for Back Office and Disputes
- Accountable for processing all Credit Balance Refund requests via various channels and following Bank procedures when processing high dollar amounts.
- Collaborate with the Compliance team to notify customers of changes to account statuses based on relevant guidelines.
- Support Finance team with the validation of payment reversal requests and payment transfer requests.
- Review and action the Monthly Non-Canadian Address Report.
- Collaborate with third party vendor to contact customers with stale dated Credit Balance Refund cheques and document results of those efforts.
- Retrieve call recordings from third party vendor to aid in customer investigations or as apart of operations audit of record retention.
- Strong understanding of ADM, TS2, TCS, and Mastercom platform.
- Based on involvement in daily customer inquiry, resolutions and customer facing work, propose process improvements.
- On rotation for 24/7/365 after hours production issue identification and resolution.
- Other duties as assigned.

**What you have**:

- A minimum of 2 years industry experience in credit card Customer Service and/or Back Office operations
- Competency in Microsoft Word, Outlook and Excel, and the ability to learn new technologies/systems
- Effective multitasker who can work autonomously
- Strong interpersonal skills with an ability to interact with individuals across the organization
- Exceptional organizational and time management skills
- Excellent communication skills, written and verbal
- Ability to find customer answers quickly and accurately while using multiple resources
- Working knowledge of TSYS TS2

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Posting Category/Function: Banking & Operations
Requisition ID: 288026

Posting Notes: Corporate


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