Job description

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

COORDINATOR I, VERBAL COMPLAINTS
The Verbal Complaints Coordinator role is a customer experience focused skill set responsible for the investigation and resolution of customer complaints in support of our operational business units. We leverage resources to address customer concerns and manage to client expectations. Facilitate the resolution of consumer credit card and loan complaints and identify customer experience trends.

Essential Functions:

• Handles customer complaints in support of the CARES Business Unit.
• Responsible for the outcome of customer issues through the follow-up, of and escalation of open requests and escalate issues when necessary
• Develops and implements initiatives to improve customer services
• Analyzes and summarizes customer issues in order to prepare appropriate solutions/clarifications to respond to customers
• Analyzes data to identify trends, potential opportunities and risks
• Develops tools and processes to increase customer satisfaction
• Focuses on Compliance and Quality Servicing
• Monitors associate phone calls and recordings for quality purposes for compliance and accuracy
• Performs follow-up call back functions as needed
• Handles supervisor-level account issues, as needed
• Handles associate level calls, as needed, to assist with call volume
• Assists with the handling of management level work queues & reports, as needed
• Works closely with and provides details to management on associate development and performance concerns
• Meets established unit standards for quantity, quality and monitoring
• Monitors monthly statistics and meeting personal and unit goals
• Performs other related duties as assigned

Education and Experience:

• High School Diploma or its equivalent required
• Two (2) years of related banking, credit, customer service or collections experience preferred
• Complaint Resolution experience is desirable

Summary of Qualifications:

• Keyboarding proficiency
• Familiarity with Windows based computer applications
• Skilled in negotiating, including the ability to persuade and modify opinions to reach goals
• Analytical and decision-making skills are vital to success
• Ability to change applications and support business objectives
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Possess effective and efficient ability to clearly communicate both verbally and in written correspondence to different levels within the organization and within the external client groups with good command of the English language
• Ability to multi-task is essential
• Excellent interpersonal skills required
• Able to calmly interact with cardholders regardless of the stress level of issue

Work Environment/Physical Demands:

• Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time
• Some stress may occur
• Travel is generally not required
• This position typically reports to a manager or Director and supervises no one

If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.

offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.