Job Description

Customer Support Specialist

Location: 2201 Eglinton Ave East Ecosystem 4

2 weeks training onsite and then Hybrid work model (3 days onsite per month)

Contract Duration: 12 months

Extension: Yes, possibility of extension

FTE: Possible

Summary:

The main function of a Senior 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.

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:

• 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 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

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