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Bilingual French /English Customer Care Representative
US Bank - Boston, MA
posted 2 months ago
About the position
The Customer Service Representative at U.S. Bank's Elavon subsidiary is responsible for providing high-quality customer service by addressing inquiries and resolving issues for customers. This bilingual role requires fluency in both English and French-Canadian, and involves handling various customer requests, account maintenance, and problem resolution, all while ensuring a positive customer experience. The position is remote and requires adherence to Eastern Time Zone working hours.
Responsibilities
- Respond to telephone inquiries and requests from customers.
- Research, analyze, and provide solutions to meet customer needs.
- Resolve customer inquiries and problems on the first contact.
- Provide customers with account information and resolve billing disputes.
- Correct payment errors and revise fees and finance charges as appropriate.
- Perform account maintenance and process card, check, or other orders.
- Act on lost or stolen cards/checks and research unresolved customer problems.
Requirements
- High school diploma or equivalent.
- Two to four years of relevant experience.
Nice-to-haves
- 2 or more years of contact center work experience.
- Prior experience in banking, merchant payment services, point of sales, or financial services.
- Good knowledge of banking products and services policies and procedures.
- Effective telephone and interpersonal skills.
- Strong problem-solving and negotiation skills.
- Ability to handle difficult customer calls.
- Proficient computer navigation skills using Microsoft Office applications.
- Good time management skills.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
