Bilingual Risk Specialist

With people at the heart of our success, NTT Data is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT Data, what you do matters.

A Career at NTT Data Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive and diverse working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  
  

What else does NTT Data Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities
  
  

Position Overview:

Primary responsibility will be handling inbound calls from existing and potential customers regarding pending applications, potentially fraudulent activity, disputes, along with all credit card sales and service call types. Representing our and our clients’ brand, you directly influence Cardholder’s impressions of the quality of service and so need to be focused on efficiency and the quality of customer interactions you deliver within our fast-paced and changing work environment.

Position: Bilingual Risk Specialist

Position Status: Full Time Remote

Hours of Work: Monday - Sunday 7:00am - 11:00pm EST

Department: Contact Centre

Rate of Pay: $21.00/HR (English/French)

Responsibilities:

• Provide excellent customer service while responding to all inbound inquiries including but not limited to: Account updates/inquiries, product information and website support.
• Provide excellent customer service while responding to all inbound risk inquiries including but not limited to: Credit, Fraud and Dispute
• Being attune to and mitigating Fraud risk on all call types or returned calls handled.
• Handle inbound calls with cardholders to verify validity of transaction activity.
• Handle sensitive calls from cardholders impacted by potential fraud or transaction disputes in a clear, precise, and empathetic fashion.
• Communicate with other Analysts and Supervisors regarding possible fraud trends detected or suspected.
• Naturally presenting recommended product offers to cardholders to assess interest and eligibility.
• Encourage customers by discussing the benefits and features of supplemental products and services to improve the customer experience. Achieve offer rate and sales targets.
• In conjunction with on-screen customer information, identify the caller’s needs through customer contact while simultaneously reading/updating customer information on the system.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by NTT Data and the client, and requirements and controls in relation to PCI compliance standards.
• Adhere to the NTT Data Code of Conduct and Sensitive Consumer Information Standard
  
  

Requirements:

• Superb verbal communication skills with perfect fluency in both official languages, English and French is required.
• 1 year of previous customer experience required.
• 1 year of Financial Services experience required.
• Experience in Fraud/Credit/Disputes an asset.
• Contact center experience considered a strong asset.
• Strong analytical and problem-solving skills required.
• High school diploma and proven experience in a customer experience industry
• Excellent verbal communication skills – clear, concise, confident & caring telephone manner
• Demonstrated active listening skills.
• Positive attitude and demonstrated ability to get along with others.
• Proficient in Microsoft Suite Applications and strong key boarding skills
• Demonstrated ability to work within time constraints.
• Ability to multitask and work multiple assignments throughout a shift.
• Achieve or exceed performance targets in-line with Goals and Objectives for a CSR role- quality, average handle time and cross sell offer/close rate.
• Must have flexibility and willingness to move between various shifts, must be available to work in a 365 day/ 7:00 a.m. - 11:00 p.m. environment.
  
  

Diversity. Equity. Inclusion.

Unleashing the power of being unique.

We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT Data what you do matters. Because here YOU can.

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