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Specialist, Dealer Support

2 weeks ago

Toronto, Canada Convera Full time

JOB SUMMARY:

- Responsible for supporting the Dealer Support team in ensuring the delivery of outstanding customer service & quality in accordance with Service Level Agreements.
- ESSENTIAL DUTIES & RESPONSIBILITIES:

- Responsibility:

- Monitor Dealer Support Inbox to ensure SLAs are met consistently
- Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
- Act as bridge between Sales, Client and Operations
- Communication:

- Maintain effective relationships with Operations, Support, Dealing, Relationship Management and Account Management teams to maximize and sustain service quality for all customers.
- Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
- Offer support and advice to internal and external clients, responding to queries within agreed SLA.
- Engage team lead if faced with and challenges or barriers
- Quality:

- Being proactive and responsible for client queries.
- Maintain and develop best practice as well as sharing best practice across the teams.
- Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
- Adhere to compliance and regulatory requirements
- Achieve 95% or above on QA for customer contacts
- Build knowledge of the relevant payment platform to enable comprehensive response to queries
- Development:

- Take ownership of and undertake objectives
- Complete all assigned training within allocated timeframe
- Implement and carry out GPS goals
- Take ownership alongside team leader of personal development opportunities
- Identify any areas of shortfall in knowledge or training which when addressed will improve the ability to provide exceptional customer service
- Reporting:

- Utilize SFDC reporting to ensure 2-day updates on cases outside the team.
- Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an ad-hoc basis and more regularly where agreed.
- Process confirm reporting of Special Handling clients on a periodic basis
- Escalation:

- Take personal responsibility for preventing potential financial loss to Convera and ensure the correct escalation process is always followed
- TL looped in with any client issues or complaints
- Concerns should be highlighted immediately to minimize any retention risks
- Fraudulent Payments identified must be escalated to the Dealer Support Team Manager
- You are the first point of contact in regard to any escalations from clients or dealers
- EXPERIENCE REQUIREMENTS:

- Experience of a busy team in a client-facing function within the financial services sector
- A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture
- Ability to lead by example and deliver service excellence to customers
- Maintain and exceed targets and meet tight deadlines
- Able to identify own development areas and training needs
- Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
- Ability to influence others to a desired outcome
- Highly driven, with strong desire to succeed
- Analytical capacity and innovative problem-solving skills
- High degree of professionalism, with a confident, assertive style
- Desire to exceed personal and team targets
- Team player
- Build and maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business
- Effective time management skills
- Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet