Mon- Account Supervisor US AST

Location:
Moncton, NB

Job Category:
Customer Support/Client Care

Reference Code:
CAAR591231





Mon- Account Supervisor US AST
Job Description


Specific Requirements:



This position is a front-line Contact Center customer service role. The Account Supervisor Agent takes escalated and helpdesk customer inquiries about their credit card and services. The agent is responsible for handling hard copy requests submitted by the customer relations associates, to be researched and followed up if needed. The Agent relies on extensive knowledge to respond to inquiries on a wide number of products and services. The agent is required to be experts in all areas of American issues. Communication is generally routine.





Responsibilities:

* Takes escalated calls of an information and problem solving nature from other front line and helpdesk

* Research and respond to escalated customer situations
* Interacts with all American departments of the client on behalf of customer
* Identify areas that are problematic to Agents and filter this information back to the client through the Team Manager.
* Identify areas that are problematic to solicitations, special offers sent to customers and any errors with specific computer programs and filter this information back to the client through the Team Manager.
* Provide general information and guidance to customers regarding credit cards
* Access and negotiate multiple information systems to answer questions
* Provide knowledgeable assistance for wide number of products and customer situations
* Provide information on credit limit, balance and payment information
* Answer questions on transactions and statements
* Provide information on fees, charges and annual membership fees
* Make solicitations and credit card offers
* Balance transfers, cash advances and credit limit increases
* Process demographic information changes
* Provide information about products and services offered
* Sell complementary products
* Make outbound calls as required



Essential Qualifications:



* Education / Knowledge: High School Graduation or equivalent, General knowledge of windows-based applications.
* Experience / Skill: Minimum 1 year experience in customer service and /or in a Call Center environment

Other Comments:



*
Other duties are required.

Minacs is an Equal Opportunity, Affirmative Action Employer

We thank all applicants however, only those under consideration will be notified.