Customer Care Associate

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

• Bachelors Degree
• 0-2 years of customer service experience in call center or related experience
• Must be able to pass English Assessment Job Summary