Job: Sr Ops Prod Rep (LOB) (USA) Job

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Jobing Description

Sr Ops Prod Rep (LOB) (USA)-709759

Description
Responsibilities:

Bank Claims Intake Center (CIC) Claims Intake Specialist

Sr Prod Ops Rep

Bank Card Services is seeking adventurous Claims Intake Specialists to pioneer a newly created team called the Claims Intake Center . This team will serve as the customer interface for an industry leading process that is designed to control Regulation E risk & reduce losses for the Bank. More importantly, Claims Intake Specialists will deliver exceptional customer experience, while using ground breaking techniques to create a win-win scenario on ATM and Debit card claims calls.

Location: Richmond Knolls III 1st Floor

CIC Hours: Monday - Friday 8:00 AM - 8:00 PM EST & Saturday 9:00 AM - 6:00 PM EST

Responsibilities

Claims Intake Specialists will be responsible for four main buckets of work:

Deliver Exceptional Customer Experience

- Exercise good judgment in determining if a claim is legitimate

- Be sympathetic to customers in what is potentially a stressful and confusing issue

- Be able to ask appropriate probing questions to get as much detail about the claim as possible

- Be knowledgeable & confident with the entire claims process

Claims Intake

- Answer calls from customers who would like to make a claim on a bank transaction

- Accurately determine the claim type (dispute vs. fraud claim)

- Mitigate invalid claims

- Strive for first call resolution via merchant conference calls to settle a dispute

- Set clear expectations with the customer about the claims process and what is expected of the customer

- Capture claims details into Clear Claims & additional systems / forms critical for successful processing of a claim

Claims Status

- Answer calls from returning customers wanting to check on the status of their claim

- Leverage tools such as Clear Claims to answer customer inquiries about their claim

- Escalate unresolved customer questions appropriately

Operational Support

- Complete post call wrap up duties

- Generate ideas for improvement (e.g. customer experience, process

excellence )

Qualifications
Basic Qualifications

- Minimum 1 year of Call Center experience

- High School Diploma, GED, or Equivalent Certification

Other skills:

Excellent organizational and communication skills

- Comfort with managing difficult conversations

- Ability to handle and prioritize multiple tasks while meeting deadlines with limited supervision

- Ability to work well with others to overcome obstacles and problems in a changing environment

- Schedule flexibility on occasion

- Ability to work with managers and associates in collaborative manner

- Must not be on a phase or have attendance issues

- Must be in current role for at least six (6) months

- Desire to develop into a Reg E expert

Qualifications Preferred

- Minimum 2 or more years of Call Center experience

- Bilingual Speaks Spanish fluently

- Excellent organizational and communication skills

Job: Call Center and Customer Service
Primary Location: United States-Virginia-Richmond-Richmond-Knolls III (12038)
Schedule: Full-time
Travel: No