Customer Support Specialist

LanceSoft, Inc.; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading financial services provider is seeking a Customer Support Specialist in Toronto, Ontario. The role involves responding to inquiries, troubleshooting issues, and maintaining client communications. Ideal candidates should have at least 3 years of customer service experience and proficiency in Microsoft Excel. This contract position offers a hybrid work model with potential for extension.

Qualifications

• Minimum of 3 years’ experience in a customer service role.
• Strong proficiency in Microsoft Excel, including data analysis and reporting functions.
• Bilingual proficiency in English and French (spoken and written) is a plus.

Responsibilities

• Respond to inquiries from Commercial Card Coordinators via email and phone.
• Acknowledge and track interactions with clients.
• Report problems to vendors for investigation.

Skills

Customer service experience

TSYS Knowledge

Microsoft Excel

Analytical skills

Communication skills

Education

College / University degree

Job description

Overview

Overview of the role: Customer Support Specialist with 2 weeks of onsite training followed by a hybrid work model (3 days onsite per month). Contract duration: 12 months. Extension: possibility of extension. FTE: Possible.

Summary

The main function of the Senior Analyst is to reply to Commercial Card Coordinator inquiries by email or by phone. The Analyst adheres to the Commercial Card service level agreement (SLA), troubleshoots and investigates payment reconciliation issues, retrieves ADHOC reports, and reports problems to vendors to mitigate related risks. Collaboration occurs with Fraud, Chargeback, Accounting and Contact Center teams within the bank.

Typical Day in Role

• Follow daily, weekly, and monthly assigned tasks.
• Respond to Coordinator inquiries based on urgency.
• Acknowledge coordinator’s email inquiries while adhering to the SLA.
• Purging and redirecting new replacement cards to their respective addresses.
• Track all interactions with internal and external clients for email or phone requests.
• Report problems to vendors for further investigation.
• Own, update, and communicate with the client about outstanding investigations.
• Check resources and procedures to enhance knowledge.

Must Haves

• Minimum of 3 years’ experience in a customer service role
• TSYS Knowledge
• Strong proficiency in Microsoft Excel, including data analysis and reporting functions

Nice to Have

• Previous Commercial Card and Contact Center experience
• Bilingual proficiency in English and French (spoken and written)

Soft Skills

• Strong verbal and written communication skills
• Analytical and problem-solving abilities
• Great attention to detail
• Time management and ability to work independently
• Result and customer focus
• Interpersonal skills and a high-performance mindset
• Flexibility

Education

• College / University degree preferred

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Customer Service, Finance, and Accounting / Auditing
• Industries: Investment Banking, Financial Services, and Banking