Job Description

Poste : Repr\xc3\xa9sentant du service \xc3\xa0 la client\xc3\xa8le pour les services financiers entrants Position: Inbound Financial Care Customer Service Representative\xc2\xa0 Il s\'agit d\'un poste en anglais. Les candidats doivent parler couramment l\'anglais. This is a English Speaking Role. Must be fluent in English. Lieu : Sur place au 35 rue de Port-Royal E, 2\xc3\xa8me \xc3\xa9tage, Montr\xc3\xa9al, QC H3L 3T1, Canada Location: Onsite at 35 rue de Port-Royal E, 2nd floor, Montreal, QC H3L 3T1, Canada Conditions : Temps plein uniquement (40+ heures) ; sur place Conditions: Full-time Only (40+ hrs); Onsite R\xc3\xa9mun\xc3\xa9ration : 17,50 $ CAD de l\'heure ; apr\xc3\xa8s 90 jours d\'emploi, augmentation \xc3\xa0 18 $ CAD de l\'heure. Admissible \xc3\xa0 des primes apr\xc3\xa8s la formation Pay: $17.50 CAD per hour; after 90 days of employment, increase to $18 CAD per hour.\xc2\xa0Eligible for bonuses after training Rejoindre l\'\xc3\xa9quipe Alorica Chez Alorica, nous red\xc3\xa9finissons ce que signifie \xc3\xaatre un leader mondial du service \xc3\xa0 la client\xc3\xa8le et de l\'exp\xc3\xa9rience, une interaction \xc3\xa0 la fois. Avec Alorica-at-home et des sites dans 18 pays \xc3\xa0 travers le monde, nous offrons des opportunit\xc3\xa9s de carri\xc3\xa8re illimit\xc3\xa9es, allant du service \xc3\xa0 la client\xc3\xa8le, de la formation et de l\'assistance technique \xc3\xa0 la gestion, au recrutement et plus encore. Et nous sommes fiers de dire que plus de 70 % de nos dirigeants sont promus \xc3\xa0 l\'interne ! At Alorica, we\xe2\x80\x99re redefining what it means to be a global leader in customer service and experience, one interaction at a time. With Alorica-at-home and locations in 18 countries around the world, we offer limitless career opportunities, from customer service, training and technical support to management, recruiting and more. And we\xe2\x80\x99re proud to say that over 70% of our leaders are promoted from within! Mais ce n\'est pas tout... nous offrons \xc3\xa9galement une gamme compl\xc3\xa8te d\'avantages pour aider nos employ\xc3\xa9s \xc3\xa0 atteindre un bien-\xc3\xaatre financier, \xc3\xa9motionnel, mental et physique, y compris en soutenant leurs propres communaut\xc3\xa9s par le biais de Making Lives Better with Alorica (MLBA). MLBA est notre organisation caritative interne, prim\xc3\xa9e et \xc3\xa0 but non lucratif, qui se concentre sur l\'autonomisation des personnes par le biais d\'un travail ax\xc3\xa9 sur la mission. But that\xe2\x80\x99s not all\xe2\x80\xa6 we also offer a comprehensive suite of benefits to help our employees achieve financial, emotional, mental and physical wellbeing, including supporting their own communities through Making Lives Better with Alorica (MLBA). MLBA is our internal, award-winning, non-profit charity focused on empowering people through mission-driven work. Description de poste En tant que membre de l\'\xc3\xa9quipe Alorica, vous aiderez nos clients en r\xc3\xa9pondant \xc3\xa0 leurs pr\xc3\xa9occupations, en leur fournissant une assistance et en r\xc3\xa9solvant les probl\xc3\xa8mes.
As a member of the Alorica team, you will help our customers by addressing concerns, providing support, and resolving issues. Responsabilit\xc3\xa9s

• Aider les appels entrants des clients concernant divers services, y compris, mais sans s\'y limiter, les probl\xc3\xa8mes de cartes de cr\xc3\xa9dit / d\xc3\xa9bit, les soldes de compte, les transferts de fonds, les d\xc3\xa9p\xc3\xb4ts de ch\xc3\xa8ques et les litiges de transaction
• Respecter les processus de divulgation et de v\xc3\xa9rification des appels
• Maintenir continuellement une connaissance pratique des produits, services et promotions de l\'entreprise
• Documenter l\'information relative aux appels \xc3\xa0 des fins de v\xc3\xa9rification et de production de rapports
• Maintenir et mettre \xc3\xa0 jour les informations client si n\xc3\xa9cessaire et avec pr\xc3\xa9cision
• Vendre des clients actuels sur des services nouveaux ou am\xc3\xa9lior\xc3\xa9s
• Enqu\xc3\xaater sur les probl\xc3\xa8mes li\xc3\xa9s aux comptes et d\xc3\xa9terminer les mesures appropri\xc3\xa9es pour parvenir \xc3\xa0 la r\xc3\xa9solution
• Coordonner efficacement avec d\'autres services au besoin pour r\xc3\xa9soudre les probl\xc3\xa8mes des clients
• Atteindre et d\xc3\xa9passer les objectifs de performance individuels et bas\xc3\xa9s sur des termes, y compris le temps de traitement des appels, la satisfaction de la client\xc3\xa8le et les taux de r\xc3\xa9solution du premier appel.

Responsibilities

• Assist incoming calls from customers regarding various services including but not limited to credit/debit card issues, account balances, fund transfers, check deposits and transaction disputes
• Adhere to call disclosure and verification processes
• Continually maintain working knowledge of company products, services, and promotions
• Document call-related information for auditing and reporting purposes
• Maintain and update customer information as necessary and accurately
• Upsell current customers on new or enhanced services
• Investigate account-related issues and determine appropriate actions to achieve resolution
• Coordinate effectively with other departments as needed to resolve customer issues
• Meet & exceed individual and term-based performance targets, including call handling time, customer satisfaction and first-call resolution rates.

Qualifications requises

• Dipl\xc3\xb4me d\'\xc3\xa9tudes secondaires ou GED
• Exp\xc3\xa9rience de service \xc3\xa0 la client\xc3\xa8le avec un minimum de 6 mois \xc3\xa0 un an
• L\'exp\xc3\xa9rience du centre d\'appels est pr\xc3\xa9f\xc3\xa9rable
• Une exp\xc3\xa9rience dans les services financiers ou dans un domaine connexe est un plus
• Solides comp\xc3\xa9tences en navigation informatique - jusqu\'\xc3\xa0 14 syst\xc3\xa8mes / pages de navigation peuvent \xc3\xaatre utilis\xc3\xa9s
• Connaissance des applications MS Office (Word, Excel)
• Excellentes comp\xc3\xa9tences en communication orale et \xc3\xa9crite
• Comp\xc3\xa9tences exceptionnelles d\'\xc3\xa9coute et de compr\xc3\xa9hension
• Mani\xc3\xa8re t\xc3\xa9l\xc3\xa9phonique professionnelle, amicale, positive et enthousiaste avec un accent tr\xc3\xa8s fort sur la fourniture d\'une exp\xc3\xa9rience client exceptionnelle
• Capacit\xc3\xa9 de s\'adapter \xc3\xa0 un environnement de travail dynamique et tr\xc3\xa9pidant
• Ax\xc3\xa9 sur le client
• Flexibilit\xc3\xa9 avec l\'horaire et les heures d\'ouverture

Qualifications

• High School Diploma or GED
• Customer Service Experience with a minimum of 6 months to one year
• Call Center experience is preferred
• Experience in Financial services or related field a plus
• Strong Computer Navigation Skills \xe2\x80\x93 up to 14 navigational systems/pages may be used
• Familiarity with MS Office applications (Word, Excel)
• Excellent Oral and written communication skills
• Exceptional listening/comprehension skills
• Professional, friendly, positive, and enthusiastic telephone manner with a very strong focus on providing exceptional customer experience
• Ability to adapt to a fast-paced and dynamic work environment
• Customer oriented
• Flexibility with Schedule and hours of operations

Environnement de travail

• Travail r\xc3\xa9gulier dans un environnement de centre d\'appels climatis\xc3\xa9.
• Utilisation continue de syst\xc3\xa8mes t\xc3\xa9l\xc3\xa9phoniques et informatiques

Work Environment

• Regular work in an air-conditioned call center environment.
• Continuous use of telephone and computer systems

Exigences physiques

• Travail en permanence de fa\xc3\xa7on s\xc3\xa9dentaire

Physical requirements

• Permanently working in a sedentary manner

Avantages

• Couverture des soins de sant\xc3\xa9, des soins dentaires et des soins de la vue
• PTO (CONG\xc3\x89 DE MALADIE)
• Cong\xc3\xa9s pay\xc3\xa9s et cong\xc3\xa9s de maladie
• Plan de retraite
• Formation r\xc3\xa9mun\xc3\xa9r\xc3\xa9e
• Programme d\'aide aux employ\xc3\xa9s

Benefits\xc2\xa0

• Health, dental, and vision care coverage
• PTO (SICK LEAVE)
• Paid Leave and Sick Leave
• Retirement plan
• Paid training
• Employee Assistance Program

Prochaines \xc3\xa9tapes

1. Introduire une demande
2. Compl\xc3\xa9tez votre \xc3\xa9valuation en ligne, le cas \xc3\xa9ch\xc3\xa9ant
3. Notre \xc3\xa9quipe examinera votre demande
4. Si votre candidature est retenue, notre \xc3\xa9quipe vous contactera directement.

Next steps

1. Submit an application
2. Complete your online assessment, if applicable
3. Our team will review your application
4. If your application is successful, our team will contact you directly.

CLAUSE DE NON-RESPONSABILIT\xc3\x89: Les informations figurant dans la pr\xc3\xa9sente description ont \xc3\xa9t\xc3\xa9 con\xc3\xa7ues pour indiquer la nature g\xc3\xa9n\xc3\xa9rale et le niveau du travail effectu\xc3\xa9 par les employ\xc3\xa9s de cette classification. DISCLAIMER: The information in this description has been designed to indicate the general nature and level of work performed by employees in this classification. Alorica est un employeur qui souscrit au principe de l\'\xc3\xa9galit\xc3\xa9 des chances. Tous les candidats qualifi\xc3\xa9s seront pris en consid\xc3\xa9ration pour un emploi sans distinction de race, de couleur, de religion, de sexe, d\'orientation sexuelle, d\'identit\xc3\xa9 de genre, d\'origine nationale ou de statut d\'ancien combattant prot\xc3\xa9g\xc3\xa9, et ne feront l\'objet d\'aucune discrimination fond\xc3\xa9e sur un handicap. Alorica is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.