The Contact Center Representative- Credit Card (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality customer service and sales in an efficient and highly professional manner. The Representative achieves a high level of success by understanding customer needs and identifying opportunities to grow the business.

• Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
• Takes ownership of customer concerns and resolves Customer issues at first point of contact
• Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
• Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
• Identifies and refers high value or potential customers to the appropriate personnel/team
• Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
• Engages customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance
• Offers sound product knowledge as it relates to their respective business area
• Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary
• Completes a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary with accuracy and efficiency
• May facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partners
• Supports customer needs and determine solutions to customer problems, particularly as it relates to credit card and/or digital banking products and services
• Supports the achievement of business objectives by supporting service goals
• Understands, applies and adheres to all operating policies and procedures
• Contributes to business objectives for operational excellence
• Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions
• Supports and participates in process improvement opportunities
• Ensures necessary due diligence to support the accuracy of all Customer transactions / activities
• Be knowledgeable of and comply with Bank Code of Conduct
• Participates fully as a member of the team, promotes team effectiveness, and contributes to a positive, diverse and inclusive work environment
• Supports the team by continuously developing knowledge in own area
• Participates in personal performance management and ongoing development activities, including cross training as necessary
• Keeps others informed and up-to-date about all relevant or useful information related to day-to-day activities
• Acts as a brand champion for your business area/function and the bank, both internally and/or externally

Education & Experience:

• High School Diploma or GED
• Required: 0 years of related experience; Preferred: 2+ years of job related experience (banking, contact center, or retail customer service)
• Ability to use/learn current technology and software applications related to position
• Excellent interpersonal and verbal communication skills required
• Effective written communication skills preferred
• Ability to work in a fast-paced, challenging work environment
• Excellent problem-solving and time management skills
• Experience handling confidential information preferred
• Must be able to adhere to a set schedule which may include weekends, overnights, and holidays
• Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing, and comprehending instructions – Continuous
• Adding, subtracting, multiplying, and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.