Bilingual Client Support Specialist
4 weeks ago
Position Overview:
A prominent banking client is seeking a bilingual (French and English) customer support specialist. In this role, you will represent the brand and assist clients as they engage with the bank through various channels, including phone, email, chat, video, and mobile. This is a full-time position with a shift-oriented schedule, offering the flexibility to work from home in a hybrid model.
Key Responsibilities:
• Handle 50-60 incoming calls per shift from existing credit card clients, ensuring an exceptional customer service experience and making each interaction memorable.
• Assist clients with inquiries or issues related to their credit cards, such as balance inquiries, limit adjustments, authorized users, and reporting fraudulent transactions.
• Provide empathetic support to clients during their most critical moments, addressing a variety of questions and offering a range of banking solutions while resolving concerns at the first point of contact.
• Collaborate with team members to achieve collective goals and ensure client satisfaction.
• Build and maintain strong relationships with partners to foster teamwork.
• Adhere to compliance protocols and processes to safeguard client and shareholder interests.
• Educate clients on utilizing internal digital tools, including navigating the app and online banking.
• Lead with empathy, acknowledging delays in response times when necessary.
• Focus on enhancing client experiences, addressing immediate needs, and identifying additional opportunities for clients.
• Specialize in credit card services, understanding the product intricacies, assisting with interest calculations, reviewing transactions, identifying fraudulent activities, and explaining card benefits and rewards.
• Employ critical thinking skills to analyze transactions and address simple fraud inquiries.
Required Skills & Qualifications:
1. Bilingual proficiency in English and French.
2. Over one year of experience in a fast-paced customer service environment (call center, retail, etc.).
3. Strong digital literacy across various devices (smartphones, tablets, laptops) with proficient keyboarding skills and internet navigation.
4. Experience working in a team-oriented and metrics-driven performance setting.
5. Minimum educational requirement: High school diploma.
Additional Information:
• Flexibility to work various shifts to accommodate client needs.
• Ability to work independently with proven time management, organizational, and problem-solving skills.
• Exceptional client service skills and confidence in engaging clients across multiple communication channels (phone, video, etc.).
• Proven ability to build rapport and maintain client relationships, preferably in the financial or service sector, while working both independently and collaboratively.
• A strong desire to create outstanding client experiences, demonstrating passion and curiosity in addressing client needs and resolving concerns.
• Previous experience in a customer service role providing a variety of needs-based solutions.
About TEKsystems:
We are partners in transformation. We assist clients in activating ideas and solutions to seize new opportunities. Our team comprises 80,000 professionals, collaborating with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world applications, we work with forward-thinking leaders to drive change. This is the essence of true partnership. TEKsystems is part of the Allegis Group.
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