Bilingual Customer Service Professional

IFG International Financial Group Ltd; Toronto; Hybrid; CAD 74,501,000 - 90,922,000; Full time

Job summary

IFG International Financial Group Ltd in Scarborough, ON is seeking a Bilingual Customer Service Professional for a 12-month contract. The role is 2 weeks training onsite, then a hybrid work model with 4 days onsite per month.

Schedule is 9:30-5:30 or 10:30-6:30, with late shift coverage as needed. The main function is to reply to inquiries and ensure compliance with SLAs while coordinating with multiple bank departments.

Qualifications

• Fluent in English/French
• 1-2 years customer service experience
• TSYS knowledge
• Proficiency in Excel

Responsibilities

• Respond to inquiries by email or phone in a timely manner
• Adhere to service level agreements and resolve payment issues
• Coordinate with fraud, chargeback, accounting and contact center teams
• Purging and routing replacement cards to addresses
• Track interactions with clients and vendors as needed
• Report problems to vendors for investigation
• Update clients on investigations and next steps

Skills

Bilingual English/French

Customer service experience

Excel proficiency

Education

College/University degree preferred

Tools

TSYS knowledge

Job description

Pay Rate: $26 Location: Scarborough ON Job Type: Contract

Our client, a top banking client in Canada, is looking to hire a Bilingual Customer Service Professional for their team with a contract for 12 Months with potential extension. This role is 2 weeks training onsite and then Hybrid work model (4 days onsite per month) at Scarborough Location.

Schedule Hours: Monday Friday - Either 9:30 am 5:30 pm or 10:30-6:30 pm, late shift coverage required for any vacation or family emergency coverage 11 pm - 7 pm shift

Summary

The main function of a Analyst is to reply to the Commercial Card Coordinator inquiries by email or by phone. Also, the Analyst is responsible for adhering to the Commercial Card service level agreement, troubleshooting, investigating payment reconciliation issue, retrieving ADHOC reports, reporting problem issue to our vendors to mitigate any possible related risk. Connecting within different departments within the bank such as: Fraud, Chargeback, Accounting and Contact Center.

Candidate Value Proposition

The successful candidate will have the opportunity to work hybrid where they are only asked out come 4x per month (2 mandatory days + 2 flexible days). Team provides wide range of support internally & externally and a great opportunity for growth.

Typical Day in Role

• Following Daily/ Weekly and Monthly assigned tasks.


• Responding to Coordinator inquiries based on the sense of urgency.


• Adhering to the service level agreement and acknowledging the coordinator's email inquiries.


• Purging and redirecting new replacement cards to their respective address.


• Tracking all interactions with our internal and external clients for any email or phone requests.


• Reporting any problem log with the appropriate vendor for further investigation.


• Taking ownership, updating, and engaging the client of outstanding investigation.


• Checking resources and procedures to enhance their knowledge.

Must Haves

• Fluent in English/ French


• 1-2 Years Customer Service Experience.


• TSYS knowledge


• Proficiency in Excel

Nice to Have

• Previous Commercial Card and Contact Center experience.

Soft Skills

• Strong verbal and written communication skills.


• Analytical and problem-solving skills.


• Great attention to detail.


• Time management and ability to work independently.


• Result and Customer Focus.


• Interpersonal skills and high-performance mindset.


• Flexibility.

Education

• College/University degree preferred

Other Information

Other roles can be viewed at www.ifg-global.com