About

• CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting, and Technology solutions.

• Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands and design customized solutions to complex customer challenges.

• We are seeking WFH French/English Bilingual Customer Service Specialists to join our team.  You will act as the concierge to our valued customers while assisting them with their banking needs. 

• What you will be doing:  

* Provide exceptional customer service while responding to all inbound risk inquiries, including, by not limited to, the following call types

• * Pending applications due to fraud or credit risk.
• * Credit Limit increases.
• * Merchant support.
• * Adjudication of applications pended for credit. Review to determine eligibility based on credit guidelines.
• * Adjudication of select applications pended for fraud risk.
• * Validate and verify applicants over the phone to mitigate application fraud.
• * Review supporting documentation to confirm the applicant’s identity and customer
• requests for increased credit limit assignment.
• * Support merchants in completing the application process for point of sale/real-time credit application process.
• * Adhere to established departmental escalation procedures, Quality Standard Guidelines, and requirements and controls in relation to PCI compliance standards.
• * Report customer feedback by adhering to the established escalation matrix.
• * Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.

• Why you would love to work here: 

• * You have the opportunity to be a part of an award-winning, fast-growing company
• * Our innovative culture promotes ongoing learning opportunities with training and mentorship
• * A new and vibrant office environment 
• * Competitive compensation package commensurate with experience plus benefits

• What you should have: 

• * Minimum of 1-2 years of customer service experience, preferably with call center experience.
• * Minimum of 1-2 years of experience in credit card or within the financial sector.
• * Experience in credit lending/adjudication/collections is an asset.
• * Experience in fraud detection/application verification/fraud investigation is an asset.
• * Excellent communication skills (listening/verbal/written) with emphasis on active listening, probing, and negotiation skills – interpersonal skills are essential.
• * Demonstrated analytical and problem-solving skills within time constraints.
• * Personal qualities shall include adaptability, flexibility even-tempered, focused and reliability.
• * Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.  
• * You must be able to work full-time based on your assigned shift, including having the flexibility and willingness to work rotational shifts based on business needs and special circumstances.
• * Excellent oral and written communication skills in English and French.
• * Strong knowledge of PCs, and proficiency in MS Word, Excel, Teams, and Outlook are an asset.
• * Must be able to meet the minimum work-from-home requirements, including high-speed internet in your home (min. 50 Mbps download & 10 Mbps upload speeds), must be hardwired to your home modem using the provided ethernet cable, and have a quiet workspace.
• * You can work in a quiet, private place in your home where you can work without background noise or disruption.
• * Ability to hardwire (Ethernet) your company-provided equipment directly to your home router.

Additional Information

• CXAi welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
• Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).
• We appreciate all applications; however, only those shortlisted will be contacted by our Talent Acquisition Team.