Senior Customer Service Investigator - Banking Operations

Banking Operations Senior Associate

"Position Overview:
The Customer Service Investigator (CSI) serves as a crucial link between customers and various functional areas within the NTT partnership. The CSI's primary role is to manage ongoing escalations by creating actionable items and Service Level Agreements (SLAs) to ensure timely and effective resolution of customer issues. This involves working offline with different departments, adhering to standard operating procedures, and applying subject matter expertise to make creative, customer-friendly decisions. Ideal candidates should have extensive experience with the possess strong program knowledge.
Position: Customer Service Investigator
Position Status: Full Time, Permanent
Hours of Work: Monday – Friday

Responsibilities:
•    Manage Escalations: Handle ongoing escalation cases to ensure prompt, effective, and efficient resolution of customer issues related to  program.
•    Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA.
•    Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting.
•    Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product.
•    Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation.
•    Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations.
•    Escalation Handling: Escalate concerns as appropriate and as requested by customers.

Requirements:
•    Experience: Minimum 6 months tenure working on the program. Not applicable for resources hiring in India.
•    Customer Service Background: Experience in the credit card industry, particularly in customer service.
•    Escalation Handling: Previous experience in handling escalated calls is preferred.
•    Confidence: Demonstrate high confidence while dealing with escalated situations and customers.
•    Flexibility: Ability to think outside the box and provide individualized customer service tailored to specific issues.
•    Time Management: Excellent time management skills.
•    Feedback Acceptance: Open to constructive feedback from supervisors, operational leads, and team coordinators.
•    Efficiency: Ability to work well within limited timelines.
•    Communication Skills: Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers.
•    Proactive Approach: Bias for action and proactive problem-solving."

Experience Level

Senior Level