Customer Care Associate

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Job Summary

The Customer Care Department is driven by a talented group of customer experience professionals who take considerable pride in building customer and brand loyalty through positive customer interactions. The associate is responsible for providing a superior and efficient experience on inbound and outbound customer service calls and emails from customers, while adhering to all procedural and regulatory guidelines. The associate is responsible for a multitude of inquiries including (but not limited to) Fee Inquiries, Credits/Return Calls, Credit Limit inquiries, Dispute intake, and authorization requests for products that Bread Financial offers to its customers.

Essential Job Functions

• Identify customer needs, research issues, and provide accurate solutions. Remain composed under pressure and manage challenging customer interactions. Analyze issues, identify root causes, and apply effective problem-solving skills - (25%)
• Ensures compliance with company and regulatory guidelines by quickly mastering relevant policies, processes, and operations. Accurately follows established procedures, processes a defined minimum volume of transactions monthly, and demonstrates technical aptitude by understanding current operational functionality. - (25%)
• Respond to customer inquiries promptly and professionally via phone, email and chat providing accurate information and resolving issues effectively. Achieves key metrics: Accuracy, AHT, NPS, Attribute scores and other related metrics. Works independently to achieve individual & team goals - (25%)
• Demonstrate outstanding verbal and written communication skills when working with internal and external partners. Explain complex topics in a clear and concise manner. Give and accept feedback as a matter of practice. Document interactions and update customer records in company systems. Utilize knowledge of Microsoft Office tools such as Outlook and Teams to execute daily work. - (25%)

Minimum Qualifications

• 0-1 years of customer service experience in call center or related experience
• Must be able to pass English Assessment

Preferred Qualifications

• Bachelor s Degree

Skills

• Logical Thinking
• Conflict Resolution
• Time Management
• Customer Centricity
• Patience with Customers
• Active Listening
• Multitasking
• Customer Service
• Team Collaboration

Reports To: Supervisor and above

Direct Reports: 0

Work Environment

• Hybrid

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Job Family

Care Center Operations

Job Type

Regular

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.