[Remote] Bilingual Financial Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is seeking a Bilingual Financial Customer Service Representative to join their team. In this role, you will serve as a trusted Brand Ambassador, assisting customers in both English and French while providing exceptional service and creating meaningful customer experiences.

Responsibilities

• Answer incoming telephone inquiries in accordance with Call Center guidelines
• Follow up on escalated calls, as required
• Submit fulfillments or research cases for callers’ inquiries if applicable
• Identify and inform Supervisor of complaints as well as trends and opportunities to improve service levels, apparent by the nature and number of inquiries
• Develop a thorough knowledge and understanding of the services offered by clients to their Shareholders and keep up to date on circumstances which affect the Shareholders
• Ensure compliance with policies and procedures and regulatory requirements
• Maintain a professional tone and positive attitude to callers
• Responsible for answering calls for a baseline of 7 hours daily
• A self-starter and takes initiative to take on new projects and additional responsibilities
• Other duties and responsibilities as assigned

Skills

• Fluent in English; Bilingual (French) is required
• Interactive customer service environment required
• Strong and developed oral and written communication skills, including typing, spelling, and grammar
• Demonstrated ability to implement change efforts
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately
• Advanced knowledge of PCs and familiarity with system navigation
• Positive attitude and demonstrated ability to get along with others
• Professional, empathetic, and naturally caring conversational style
• Display tact and diplomacy in handling all levels of customer interaction
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice
• Ability to work all required shifts
• Demonstrated passion for customer satisfaction excellence and prior experience is an asset
• Related experience in the food and/or retail industry considered an asset

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