Customer Care Consultant

BPO Payments

What success looks like in this role:

• Provide regular feedback to Manager – National Operations on employee performance.
• Provides regular feedback to Team Leaders and coaching on progress against staff objectives.
• Assists with development of employees.
• Monitors budgets to ensure they are within agreed limits.
• Manages daily site operational activities including timely delivery / collections to and from client.
• Ensures all service delivery expectations are met.
• Reviews workflow to meet production requirements, including volumes and deadlines.
• Streamline work processes to improve efficiency and cost management.
• Monitors accuracy and meeting of KPI’s for devices provided.
• Troubleshoots technical problems and assists with resolution where required.
• Ensures all company policies, procedures and legislation are in compliance.
• Ensures appropriate risk controls are observed by operating staff and participates and co-operates with the risk management and audit policies and procedures.
  
  

BPO Rams

• Performs moderately complex to complex functions associated mortgage processing and deposit services: Including Customer relations-(contact centre activities and customer retention programs)
• Loan servicing and discharges that may include: variations, discharges, financial transactions, complaints, quality assurance and customer service.
• Accountable that transactions/enquiries are processed accurately and within agreed quality targets and timeframes.
• Maintains and delivers excellent service and relationships with customers, clients and franchisees.
• Adheres to policies and procedures.
• Maintains job knowledge on relevant products and procedures by attending required training and completion of online courses.
• Works as part of a team, committed to the provision of excellent customer service.
• Identify process improvements to enhance the servicing of customers.
• This position has strict time constraints aligned to service levels associated with the assignment.
• Ability to operate a CRT terminal and/or personal computer. Examples include but are not limited to clerical data entry/input for a client enterprise, claims processing/claims review activities, banking and other outsourced types of service.
  
  

You will be successful in this role if you have:

• MS Office skills – MS Word, MS Excel, MS PowerPoint.
• Strong written and verbal communication skills.
• Ability to create rapport and strong ongoing relationships.
• Sound knowledge of the Company’s processing systems
• Strong time management skills.
• High attention to detail.
• Excellent customer service orientation.
• Good follow-up.
• Analytical and problem solving skills.
• Understanding and/or experience in banking operations.
• Ability to prioritize work and perform under pressure.
• BPO payments only (difference):
• 2 to 3 years of experience supervising staff in a production environment or the equivalent combination of education and experience.
• Back-end processing knowledge BPO Rams only (difference):
• Requires a High School degree and 2-3 years’ experience.
• Commitment to quality and drive for excellence
  
  

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.