Call Center Representative

1 week ago

Toronto, Canada Peoples Group Full time

**About us**:
Peoples Group is a boutique Financial Institution with offices located in Vancouver, Calgary, Toronto and Montreal that has been in the Canadian marketplace for over 30 years. Our mission is to exceed our customers' expectations by providing exceptional customer service backed by extensive product knowledge and experience.

Our culture here at Peoples Group is formed by our values; Strength-Based, Relationship Focused and Passionate Execution. We believe people don't choose a company to work for, they choose a company to join. We also believe that people come first and each day we strive to be willing, trustworthy and creative.

**About you**:
Reporting to the Payment and Client Services Manager, your primary responsibility is to focus on client support for all products/services for Peoples Payment Solutions and Peoples Card Services clients. You will work independently to resolve common issues. You are considered a critical representative for client inquiries and are expected to conform to service levels established in our agreements with our clients. You possess client service, internet/website, service desk and troubleshooting skills.

**About you/qualifications**:

- Experience within technical support call center environments within financial services
- Industry experience, knowledge of acquiring, prepaid card business and/or technical support preferred
- Knowledge and experience of e-commerce, Gateways, APIs, and other troubleshooting tools
- Strong understanding of e-commerce and solid knowledge of MS Office

**About the day-to-day**:

- Respond in a timely manner to client inquiries and escalations in a call center environment in both English and French
- Maintain strong client relationships with a focus on retention and revenue generation
- Ensure optimal service and accurate information is provided to our existing clients by responding to their various inquiries and resolving technical related issues
- Work to coordinate client issues/inquiries that span multiple areas
- Promote ‘First Contact Resolution’ and personal accountability on every client interaction
- Maintain a high-level understanding of Peoples Payment and Card Services products and services
- Ensure Sales and Services policies and procedures (i.e. privacy protection) are followed when servicing clients and performing account maintenance activities

NOTE: Please accept our utmost appreciation for your interest; however only those applicants under consideration will be contacted. Peoples Group is an Equal Employment Opportunity employer.

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