The goal of PP&P is to provide a direct method of contact to the merchant to support the Canadian Business with end to end case management.
Be the single point of contact that owns merchant's case from start to finish providing regular updates to the merchant along the way. Once the case is resolved, PP&P analysts will engage the merchant as required.
Assist with tasks and projects from other functional groups that require analysis and call outs to merchants or other business partners
Maintain a high level of knowledge surrounding new products, features, services, and processes
Escalate any case that cannot be resolved within the anticipated service level or that creates risk or exposure for the bank
Liaise with other areas of the organization in order to provide timely resolution to merchant inquiries
Ability to work within a dynamic and fast-paced environment
Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude
Core Competencies
Excellent verbal and written French and English communication skills
Ability to provide professional and interpersonal communication when interacting with others
Self-motivated, works well with minimal supervision, & performs well in a team environment
Knowledge of computer software systems such as Microsoft Office, basic internet troubleshooting skills, and ability to navigate between different applications/tools
Qualifications
Knowledge of payment processing industry and related procedures and products.
High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
Minimum of 2 years of customer service experience.