Overview

D+H Customer Service Specialist Full Time in Mississauga, ON

D+H

Branch Mississauga ON CA

Position:
Customer Service Specialist
Location:
Mississauga, ON

Direct contact for RBC Customer Care and resolution of same issues in a professional and timely manner, adhering to the RBC service levels at all times….

WHY DO WE LOVE COMING TO WORK EVERY DAY?

At D+H, our incredible team of employees…

Embrace change

We’re flexible, ready to navigate through ambiguity with an open mind, and are energized by our fast-paced environment.

Are driven and motivated

We love a good challenge and are fueled by the opportunity to help shape our future.

Think Innovatively

The world is changing rapidly and we’re always looking for new ways to help our clients grow, compete and optimize their business.

Value Results and Relationships

D+H is a trusted partner to some of the world’s largest banks and corporations and our products are critical to their business. We believe in collaboration and teamwork to achieve the best results.

Your success story starts at D+H. For more information, visit dh.com

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Customer Service Specialist – RBC Student Loans (Back office – Maternity Leave)

Reporting directly to the Team Leader in the Operations, this role will be responsible for all RBC Escalations as well as performing administration duties such as payment processing, document processing and analyzing files to remediation discrepancies. The ideal candidate for this role should possess excellent customer service and data entry skills along with a proven ability to exercise good judgment while being detailed oriented.

Additionally:

  • Providing support to various channels which includes customers, clients, educational institutions and financial partners. Maintain knowledge of products and process changes within operations for the lines of business we service. In addition, incumbent will be responsible for inputting and updating information from all supporting documentation into existing systems in an accurate and timely manner
  • Ensure daily productivity targets are met by completing related tasks according to OPH measures
  • Second level of support for customer escalations (after the Call Centre); managing customer priorities and expectations, providing exceptional customer service. Direct contact for RBC Customer Care and resolution of same issues in a professional and timely manner, adhering to the RBC service levels at all times

Positively represent D+H in all interactions with customers to achieve results to achieve the best interests for the organization Ensure all escalations and adjustments are performed to the highest quality to ensure customer RBC retention. Ensure all tasks and internal queues are actioned and completed in accordance with the aligned work instructions within the prescribed timelines; follow standard operating procedures; action items according to task matrix; ensure quality and efficiency without deviating from standard processes Skills & Knowledge Ensure daily productivity targets are met by completing related tasks according to OPH measures Excellent command of English, both verbal and written; Demonstrated analytical and problem solving skills; Excellent communication skills; Demonstrated ability to work within time constraints; Positive attitude and demonstrated ability to get along with others; Professional telephone manner and literacy required, if required Maintain and increase knowledge of applications and work processes; ensure system issues are reported to manager in a timely manner Experience Minimum of 1 year experience in a back office environment; Ability to meet or exceed productivity standards and accuracy target, while maintaining high quality Ability to identify errors and accurately select the appropriate coding in workflow High attention to detail is required, in order to verify documents and visually examine any discrepancies that may exist in the disbursement certificates. Excellent keyboarding skills required. Ability to achieve quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options/solutions #LI-CC1 ********************************************************************** The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. D+H – Where Talent + Technology Inspire

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Employment Type: Full Time
Location: Mississauga, ON, CA
Posted on: 2017-01-23
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